Contact Center – Pharmacist

Job Description

Contact Center – Pharmacist (DHA License) – BinSina Pharmacy

The primary responsibility of the Pharmacist Contact Center is to address incoming inquiries or concerns from customers, utilizing the company’s resources, Contact Center policies and procedures to deliver comprehensive and precise responses. They leverage Contact Center technologies and adhere to established processes in alignment with Contact Center standards to uphold accuracy and operational efficiency.

KEY ACCOUNTABILITIES:

• Receive in-bound calls\interactions\inquiries\requests from customers and prospects through voice, social media, e-mail, chat, mobile application, and web while maintaining established standards for number of calls, pick-up time, call duration, quality of call\interaction.
• Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
• Provide high quality customer service by handling customer service requests as defined in the Contact Center manual\policy and procedure efficiently and accurately with relevant necessary documentation.
• Provide first level support for all technical and functional queries related to requests and orders placed.
• Collect and analyze customer feedback and suggestions.
• Overview and enhance customer experience and journey.
• Identify and maximize up-selling and cross-selling opportunities and generate sales and leads as appropriate.
• Educate the customer about the organization’s products and services.
• Handle customer grievances and complaints including sudden rush of calls\interactions pressure to satisfaction within the defined authority limits and escalate more complex complaints where appropriate. Handle light back-office work related to operations and follow-ups.
• Continuously learn to keep up to date with changes and developments to products, services, and procedures.
• Maintain confidentiality of the customers’ data and details.
• Interact with diversified customers, all stores\pharmacies & departments as per assigned shift.
• Adequate knowledge of all Contact Center telephony systems, insurance authorizations process for pharmacies and medications, and CRM systems.

EXPERIENCE & QUALIFICATION:

• University degree in Pharmacy with licence eligibility letter or DHA licence
• 0–1-year professional experience in Contact Center

SKILLS, KNOWLEDGE & ABILITIES:

• Job Specific: Fluent and Clear communication (spoken and written) in English, Arabic is an advantage.
• Positive professional customer orientated attitude
• Generic Skills: Business Focus – customers, results.
• Sales Skills – very good selling and communications skills.
• Work Style – plan, prioritize, decide, and deliver.