People
Passion
Opportunity
Customer Service Advisor (CDM)
Listing reference: click_022589
Listing status: Online
Apply by: 17 November 2025
Position summary
Industry: Wholesale & Retail Trade
Job category: Call Centre and Telesales
Location: Roodepoort
Contract: Permanent
Remuneration: Market Related
EE position: Yes
About our company
Clicks Group
Introduction
We are looking to recruit a Customer Service Advisor to work within our Call Centre. The role will be based in Roodepoort and will report to the Service Centre Supervisor.
Job description
Job Purpose:
- To resolve, monitor and report on all escalations from internal and external customers and assist with the supervision and monitoring of the call centre to ensure service levels are maintained
Job Objectives:
- To assist Call Centre Consultants with escalated queries/complaints in order to get resolved within 24 hours
- To monitor the relevant email inboxes and adhere to required turnaround times and SLA’s on responses and resolution
- To assist with outbound projects when required by communicating with the patients to ensure customer retention
- Customer Advisor performance, time keeping and quality assurance.
- Calls handled professionally and with very strict confidentiality within SOP and SLA.
- Problem solving and follow up of queries
- Administration of new prescriptions
- Handling of queries /complaints and escalations
- Profile management
- Liaison with all other departments to ensure resolution of customer requests
- Weekly reporting on complaints and trends
- Ad hoc requirements as per operational requirements
Minimum requirements
Education:
- Grade 12
Experience:
- 1 Year Pharmacy experience(Advantage)
- Customer service experience.
Knowledge:
- Sound understanding of contact centre operating principles.
- Sound understanding of Standard Operating Procedures.
- Pharmacy processes and legislation
- Understanding of law and guidelines on medicines
Skills:
- Very good Computer skills (Excel)
- Excellent communication skills.
Competencies:
- Analysing.
- Deciding and Initiating Action.
- Accurate and Methodical
- Able to pay attention to detail.
- Delivering results and meeting customer expectations.
- Coping with Pressure and Setbacks.
- Following Instructions and Procedures
- Adhering to Principles and Values
- Working with People
