JOB PURPOSE:
The Call Center Representative is responsible for providing exceptional customer service and support to the clients. He/She is also responsible for handling incoming calls, addressing customer inquiries, resolving issues, and promoting the products and service.
KEY ACCOUNTABILITIES AND RESPONSIBILTIES:
Sales Follow-Up:
- Follow-up on each transaction to secure their correct quantity, price, discount, etc.
- Prepare replenishment orders with the clients.
- Sell monthly promotional offers set by Sales Managers in order to liquidate slow moving inventory and increase sales.
Reporting:
- Prepare the official requested documents for the new clients in order to initiate new business.
- Prepare monthly sales report concerning all products’ details, sales and clients and elevate it to the Sales Manager.
- Keep detailed and accurate records of customer interactions, including their queries, comments, and feedback.
- Follow up on the hospitals debit notes and update the tracker sheet.
- Prepare ad hoc reports frequently or upon request (MENA marketing expenses, IQVIA, Arwan stock and sales reports, etc.)
Customer Service:
- Address customer inquiries, provide accurate information about our pharmaceutical products, and assist with order placement.
- Handle customer complaints and provide appropriate solutions or escalate issues to the relevant department for resolution.
- Collaborate with cross-functional teams, including Sales, marketing, and Logistics, to ensure efficient resolution of customer concerns.
Collection and Receivables:
- Coordinate with the Sales Representatives concerning suspended orders to ensure a better service is provided to the clients and to make sure the dues are collected on time.
- Execute ad-hoc projects in order to support various internal and external stakeholder.
QUALIFICATIONS, EXPERIENCE & SKILLS:
- Technical School Degree.
- 1 to 2 years of experience in customer service or call center role, preferably within the healthcare/pharmaceutical industry.
- Fluent in Arabic and English. French is a plus.
- Proficient in Microsoft Office.
- Excellent communication skills.
- Good organizational skills with attention to detail and the ability to prioritize tasks effectively.
