Adcock Ingram Holdings Limited and its Subsidiaries (“we”, “us”) is committed to protecting and respecting your privacy. Our Privacy Notice sets out the basis on which personal information collected inter alia from you, social media, recruitment agencies and our website, will be processed by us. The Privacy notice is available on our website www.adcock.co.za.

One of the conditions under the Protection of Personal Information Act 4 of 2013 (POPIA) provides that candidates have the right to be informed about the collection and use of their personal information,

In the course of your application: we may

collect personal information that may be used to identify potential professional opportunities other than the job you have applied for but of which we think might be of interest to you.
use your Personal Information to confirm references or background checks you have provided us.
request your consent to participate in aptitude tests or recruitment assessments.

We also use your personal information to respond to your inquiries, to verify your information and to share information with you.

Your personal information will be securely stored by the Human Capital Department, and it will be retained for a period of up to 12 months as of the closure of the application procedure if your application is unsuccessful, and in case of a successful application and you are hired, your data will be transferred to your personal employee file.

By applying for this position, you consent to us processing your personal information.

We reserve the right to make an appointment. If you have not heard from us within 30 (thirty) days of the closing date, please accept that your application was unsuccessful. Correspondence will be entered into only with shortlisted candidates.

Job Purpose The Customer Services Agent is responsible for providing exceptional, accurate and timely customer service, while ensuring that customer orders, queries, stock requirements, deliveries, backorders and credits are effectively managed from initiation through to resolution.

The role requires an individual who is customer-focused, empathetic, resilient, accurate, proactive and solution-driven, with the ability to work effectively under pressure while maintaining strong relationships with customers and internal stakeholders.

Given the nature of the medical and healthcare environment, the Customer Services Agent must understand the importance of urgency, accuracy, accountability and effective communication, as delays or errors may have a direct impact on customers and the patients they serve.

To be an advocate for AICC customers, showing ethical behaviour in actioning AICC Mission, Values, Vision, Procedures and SOP’s.

This position is not for anyone who envisions just capturing orders.

Customer Service Experience & Key Operational Responsibilities Customer Service & Order Management

Provide professional, responsive and solution-focused service to customers through all relevant communication channels.
Understand customer requirements and identify the appropriate product and/or service solution.
Capture and process customer orders accurately and timeously, in accordance with customer requirements, including required delivery dates, quantities, pricing and other relevant requirements.
Verify that all required information is available and correct before processing an order.
Maintain accurate Order Entries / Order Book information.
Monitor orders through the relevant processes to ensure successful and timely completion.
Respond promptly to customer queries and take ownership of each query through to resolution.
Ensure customers receive accurate and proactive feedback regarding order progress, stock availability and deliveries.
Distribution & Deliveries
Ensure that all required steps for Distribution to execute deliveries are completed accurately and timeously.
Liaise with relevant internal departments to resolve outstanding requirements that may impact delivery.
Monitor delivery progress and provide customers with accurate and timely feedback.
Proactively communicate potential delivery delays, challenges or changes to customers.
Take ownership of delivery-related issues until an appropriate resolution has been achieved.

Backorders & Stock Management

Maintain and actively monitor customer backorders.
Follow up on outstanding stock and orders to support timely fulfilment.
Provide proactive communication to customers regarding expected stock availability and delivery dates.
Manage customer stock and product-related queries professionally and accurately.
Escalate potential service issues where required to minimise the impact on the customer.

RMA’s & Credits

Raise and maintain RMA’s / credit requests in accordance with company procedures.
Ensure that all required information and supporting documentation is accurately captured.
Follow up on outstanding RMA’s and credits to ensure timely completion.
Communicate progress and relevant outcomes to customers where required.

Query Resolution & Customer Ownership

Attend to customer orders, requests and queries timeously and through to resolution.
Investigate customer issues thoroughly and coordinate with relevant internal departments to determine the appropriate solution.
Take full ownership of customer issues and ensure that they are not left unresolved or unnecessarily transferred between departments.
Escalate matters appropriately where additional intervention or decision-making is required.
Keep customers informed throughout the resolution process.

Customer Experience

Handle difficult, dissatisfied or challenging customers professionally, empathetically and constructively.
Remain calm and solution-focused when working under pressure.
Ensure that customers feel heard, supported, respected and valued throughout every interaction.
Demonstrate a commitment to going the extra mile to meet customer needs.
Build trust through accuracy, reliability, accountability and proactive communication.
Recognise that every customer interaction contributes to the overall customer experience and the organisation's reputation.

Customer Relationship Management The Customer Services Agent is expected to be a trusted point of contact and advocate for the customer, demonstrating ownership, empathy and professionalism while ensuring that customer needs are understood, communicated and addressed effectively. The Agent must consistently strive to build lasting relationships based on trust, reliability, responsiveness and exceptional service.

Responsibilities include:

Maintaining excellent relationships with customers, colleagues and internal stakeholders.
Building trust through consistent, reliable and professional service.
Providing timely, tenacious and empathetic support to customers.
Demonstrating genuine understanding of customer needs and concerns.
Adapting communication and conversational style according to the individual customer’s needs.
Actively listening to customers to ensure that the underlying issue is properly understood and addressed.
Maintaining professionalism when dealing with challenging or unhappy customers.
Taking ownership of customer concerns rather than simply passing issues between departments.
Supporting a positive customer experience at every stage of the customer journey.

Minimum of 5 years’ Customer Services or related work experience.
Extensive experience working with an Order Management System, including:
Capturing and processing customer orders.
Assisting customers with order-related queries.
Managing stock availability queries.
Responding to product-related queries.
Managing delivery and order status queries.
Extensive experience providing direct customer service and support.
Fully computer literate with strong proficiency in Microsoft Office:
Excel – Highly proficient
Word – Proficient
PowerPoint – Proficient

Advantageous Requirements

Medical Industry experience is required, preferably within a healthcare, pharmaceutical, medical supplies or related environment.
A relevant tertiary qualification.
Experience working with CRM systems.
Experience dealing directly with hospitals, clinics and patients, particularly in relation to product, order, stock or delivery queries.
Previous experience within a pharmaceutical, medical or healthcare Customer Services environment.

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