Customer Service / Administrator

Prefered skills

Support Services, Attention to Detail, Empathic Design, Customer Service, National Health Service (NHS), Skilled Multi-tasker, Target Driven, Contact Centers, Working Experience

Job description

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-orientated Customer Service Administrator for one of our new award-winning clients specialising in Ultrasound and Cardiology Diagnostic services, working in partnership with the NHS, to provide patient appointments nationwide, in a community-based setting.

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 prioritising 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.

Requirements:

Min Entry Level Experience:

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

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

Benefits and perks: