Call Centre Supervisor - Courier Pharmacy

Essential 
Qualified as a Post Basic Pharmacist Assistant
Registered with the South African Pharmacy Council (SAPC) as a Post Basic Pharmacist Assistant 
Experience working as a Post Basic / Pharmacist Technician in a 
community pharmacy for at least 4–5 years is required
Previous experience working in a similar role and industry 
Proficiency with technology, especially computers, software applications, and phone systems
Exceptional verbal and written communication skills in English and Afrikaans
Drives daily performance of the team to ensure service level agreements (SLAs) and other business targets are achieved Ensure all customer calls are answered in an accurate and efficient manner while providing and achieving exceptional customer service
Provide daily direction and communication to teams of quality assurance, customer service, and leads so that customer service calls are answered in a timely, efficient, and knowledgeable manner
Assist and advise staff members in resolving problems and issues that arise with customers
Suggest methods to improve customer service operations, efficiency, and service to both internal and external customers Handle escalated calls regarding customer service related issues Provides consistent and constructive feedback to team members through coaching and development and positive recognition Supports initiatives within the department to achieve outstanding client implementation, retention, and customer experience Drives and ensures compliance with policies and procedures Takes ownership for the customer experience and ensuring complete client satisfaction