Contact Centre Officer at PPC Limited

Job Descriptions

• Answering phone calls from customers professionally and responding to customer enquiries and complaints.
• Identify the needs of customers, resolves issues and provide solutions.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization’s service and product information.
• Processing, booking, appointment, and reports requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Following up complicated customer calls/chats where required.
• Completing call/chat notes and calls/chats report as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquires.
• Recording details of comments, inquires, complaints, and actions taken.
• Maintain records of the conversations with the customers and analyze the data.
• Write and submit timely reports on performance, target and customer queries.
• Partner with the Business Development department to engage customers electronically.
• Attend to client’s enquiry and keep proper records to be forwarded to the Head of commercial.
• Clients’ follow-up after test/procedure for feedback processes.
• Send daily, weekly, and monthly reports on activities and issues encountered.
• Any other duties assigned.

Qualifications and Person Specification

• Bachelor's Degree in Mass Communication or any Social Science related field
• 2-4 years experience in Contact Centre /Customer Service in a healthcare sector
• Solid knowledge and understanding of diagnostics sales and services
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, manage time efficiently
• Attention to details
• Analytical mindset and critical thinking
• Speed and efficiency
• Commercial awareness
• Proficient in the use of Microsoft Office Suite
• Good Inter-personal and Relational Skills (Team Oriented).