International Customer service (BAE)

Cape Town - South Africa

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

We are searching for an Customer Service Representative that is responsible for providing high-quality high compliance patient-centric and customer-centric support across multiple contact channels. The role focuses on resolving queries related to prescriptions orders deliveries insurance product information and general assistance. Agents (BAES) must ensure accuracy compliance empathy and professionalism in line with the Campaign standards and BPO expectations.

Customer Interaction & Support

Handle inbound and outbound calls emails and chat interactions from customers/ GPs
Provide accurate information regarding prescriptions refills product enquiries order status and service requests.
Demonstrate empathy and professionalism especially when dealing with sensitive or health-related queries.
Resolve customer issues independently or escalate when needed following the appropriate escalation path.

Order & Prescription Management

Assist customers with prescription provide accurate order details billing questions and delivery tracking.
Capture accurate customer and prescription data into campaign systems.
Liaise with clinical teams couriers and internal teams when required to ensure timely resolution.

Compliance & Quality

Follow HIPAA-aligned data protection standards and campaign confidentiality requirements.
Ensure compliance with client scripts protocols and standard operating procedures (SOPs).
Maintain accuracy in documentation system updates and order processing.

Collaboration & Continuous Improvement

Participate in team meetings coaching sessions calibration and refresher training.
Share insights or process challenges with team leaders to improve the customer experience.
Support new initiatives pilots and workflow changes based on client or operational needs.

Working Conditions

Office-based ONLY
Rotational shifts (including evenings or late shifts).
Must maintain strong attendance punctuality and adherence levels.

Requirements

Qualifications and Skills

Matric / Grade 12 required.
12 months international BPO or customer service experience preferred.
High school diploma or NQF Level 4
Healthcare pharmacy or medical customer support experience is advantageous.
Willingness to work shifts weekends and public holidays as per campaign requirements.

Technical Skills

Strong computer literacy and ability to navigate multiple applications simultaneously.
Excellent verbal and written communication skills.
Experience with CRM ticketing or healthcare systems is advantageous.

Behavioral Competencies

Empathy and active listening especially with health-related or sensitive topics.
Problem-solving and conflict-resolution abilities.
Attention to detail and high accuracy in data capture.
Ability to work in a high-volume fast-paced BPO environment.
Professionalism resilience and strong customer service orientation.

Benefits

Required Skills:

Qualifications and Skills Matric / Grade 12 required. 12 months international BPO or customer service experience preferred. High school diploma or NQF Level 4 Healthcare pharmacy or medical customer support experience is advantageous. Willingness to work shifts weekends and public holidays as per campaign requirements. Technical Skills Strong computer literacy and ability to navigate multiple applications simultaneously. Excellent verbal and written communication skills. Experience with CRM ticketing or healthcare systems is advantageous. Behavioral Competencies Empathy and active listening especially with health-related or sensitive topics. Problem-solving and conflict-resolution abilities. Attention to detail and high accuracy in data capture. Ability to work in a high-volume fast-paced BPO environment. Professionalism resilience and strong customer service orientation.