Description

International Contact Center Agent (UK)

• Mango5 is one of the top BPO Outsourcers in South Africa, offering outsourced services to local and international clients. Our office in Cape Town has a rich history of delivering best-in-class BPO services.
• We are looking for a highly driven, focused, and detail-oriented Customer Service Administrator for one of our new award-winning clients specializing in Ultrasound and Cardiology Diagnostic services, working in partnership with the NHS, to provide patient appointments nationwide, in a community-based setting.

Requirements

ESSENTIAL SKILLS:

• Attention to detail.
• Demonstrate ability to achieve in a target-focused environment.
• Ability to multitask, work to tight deadlines, and possess good analytical skills.
• Experience in prioritizing workloads.
• Exceptionally empathetic – a clear and confident communicator with excellent communication and typing skills.
• Maturity to deal with difficult situations with a smile and empathy.
• The ability to work under pressure within busy times yet still provide exceptional service.

KEY ROLES/DUTIES:

• Answering a variety of incoming calls promptly, delivering a professional and efficient service
• The receiving, processing, and coordinating of referrals. This involves liaising with patients, clinicians, and external health professionals and providing a range of related support services.
• Performing administrative functions associated with booking appointments and dealing with and resolving queries.
• Contacting NHS patients to arrange a convenient appointment within set KPIs/SLAs
• Courtesy calling patients, reminding patients of their appointments, and informing them of clinic locations and any preparation.
• Re-arrange patient appointments within set KPIs/SLAs
• To provide non-clinical advice about clinic appointments and preparation
• To ensure all telephone inquiries are answered confidently, and to provide a customer-focused approach.
• Ensure that all calls are complete to the highest possible standard, in line with our quality monitoring.

REQUIREMENTS AND QUALIFICATIONS:              

• Customer Service: 1 year
• Experience working with UK/USA clients.
• Contact Centre Experience: 1 year.
• Experience working in a KPA/Target-driven environment.
• No Criminal Record
• Matric

REMUNERATION PACKAGE:

• Basic Salary R8000
• Commission (up to) R2000
• Shift allowance R500

COMPANY PERKS AFTER 3 MONTHS:

• Medical Insurance after 3 months
• YouAssist Emergency Benefits
• Learnify- over 70 online courses

WORKING HOURS:

• Rotational shifts between Monday – Sunday
• 9 am-6 pm/10 am -7 pm (Depending on daylight saving)
• 1 late shift every 6 weeks. (12 pm – 9 pm/1 pm – 10 pm)
• 1-weekend shift every 6 weeks