• Company: Medical Stores Limited
• Location: Lusaka, Lusaka Province, Zambia
• State: Lusaka
• Job type: Full-Time
• Job Category: Customer Service Jobs in Zambia

Medical Stores Limited is the largest pharmaceutical and medical distributor in Zambia.  It contributes to the pharmaceutical component of healthcare provision in Zambia through: –

• Warehousing of pharmaceuticals and medical supplies
• Distribution of pharmaceuticals and medical supplies to all districts and public sector hospitals
• Monitoring of usage trends and analyzing of logistics information
• Maintaining existing and establishing new relationships with stakeholders and partners in order to develop supply chain services in line with existing and future needs
• Providing services to customers qualitatively and professionally

In order to enhance our service, we are seeking to employ for the following positions with the support from our Cooperating Partner (CHEMONICS).

CALL CENTRE AGENTS (X3)

MAIN PURPOSE OF JOB:

To enhance direct contact with customers through provision of information and complaint resolution. The Call Centre agent will be the customer interface of MSL and health facilities and their role will utilize the Customer Relationship Management System. The Call centre agent is compelled to reinforce the ticketing of complaints and queries system and resolution according to the customer service charter and service level agreements.

Main responsibilities of job

• Communicate with customers and resolve complaints and queries  according to the Service levels agreements and Customer Service Charter
• Follow up on all pending and unclosed ticket
• Identify and escalate priority issues
• Reinforcement of the customer service charter/complaints policy for the organization
• Capture all data on customer complaints and queries from customers and maintain the database.
• Keeps equipment operational by the established procedures and report malfunctions.
• Alert CRM systems malfunctions and call lines.
• Liaise with all departments on communication alerts or information for health facilities and stakeholders as guided by Managers and Directors.
• Ensure dissemination of the stock status and the distribution schedule.
• Collaborate with Warehouse and Dispatch for self collection appointments
• Compiling of information on product returns requests
• Liaise with customers to enhance the re-distribution of products within the health facilities.
• Updating the customer contact database for all clients, and forming group mail
• Conduct short Customer Satisfaction survey as guided by the Customer Service Manager or Director.
• Communicate to clients on slow moving products
• Monitor the stock position of health facilities as guided by the Customer Service Manager
• Generation of reports as guided by the Customer Service Manager
• Communicate with Customers with valuable data to improve supply chain management
• Other duties as assigned from time to time

Desired  Skills

• Ability to on respond to queries over the phone with clarity
• Ready to work under pressure and keep confidentialities.
• Excellent communication etiquette.
• Can work with minimum supervision
• Ability to analyze data and write reports.
• Articulate and able to give oral reports on incidents, complaints and solutions provider
• Knowledge of public health commodities
• Computer Literate
• Proficiency in both written and spoken English language.
• Willingness to work under pressure in meeting client facility demand.
• Sound knowledge of pharmaceutical/biomedical quality logistics systems and processes.
• Knowledge of inventory and supply chain management.

Qualifications: Diploma in Pharmacy /Laboratory, Qualifications in Customer Service,

Experience: Two (2) years experience in handling customers in the public health sector, Three (3) years in the public health sector and logistics Environment Trainer in Logistics Management programs will be an added advantage.

Supervision received:  Customer Service Manager

Contacts: Health Institutions/Within

DURATION OF CONTRACT: 12 MONTHS

For details on the job descriptions kindly follow the link below

http://www.medstore.co.zm/about-us/careers/

 

How to Apply

If you fit the described job profiles above, please submit your application and an updated CV with relevant supporting documents not later than Friday, 15^th November 2017 on the address below.

The Human Resource Manager Medical Stores Limited P O Box 30207 LUSAKA

Telephone:  242768/242346/244105

Email:  [email protected]

Please Note: Only shortlisted candidates will be contacted.