Client Service Executive at EL-Lab Medical Diagnostics and Research Center

Purpose of Position:
To provide support to clients both internal and external.

Key Accountabilities: 

• Answer inbound calls
• Respond to customer queries
• Transfer customer calls to appropriate staff
• Respond to emails
• Identify, research & resolve customer issues
• Complete call logs & reports
• Register clients on LIS
• Research all billing & payment issues
• Authorise and process customer refunds
• Relay all call trends where necessary to supervisor
• Recommend process improvements where necessary
• Liaise with the various departments( laboratory, radiography, accounts receivable ) to develop solutions that best suit customer needs
• Customer follow-ups
• General administration as required

Person Specifications:

• Excellent listening skills
• A willingness to problem solve
• Strong verbal & written communication skills
• Resilience - being able to handle complaints from customers
• The ability to work as part of a team
• Be self-driven & pro-active

Competencies:

• Fast & accurate data entry skills
• Excellent phone manner
• A high level of accuracy & attention to detail
• Customer focus
• Be a self-starter who shows initiative
• Respond to customer enquires

Qualifications & experience:

• Minimum 2 years' customer service / call centre experience
• Strong IT skills

Key Performance Indicators & Conduct Requirements:

• High professional standard of customer service, ascertained through feedback from internal and external customers
• Display a 'can-do' attitude when assisting other departments
• Clear all email logs within 24-48 hours

Additional Information:

• In this role when the Client Service Manager is away or on leave you will be expected to provide direct coverage for that position
• You will cross-train in other departments & roles to help provide coverage when other staff are on leave