International Customer Service (BAE)

Customer Service Representative

We are searching for a Customer Service Representative that is responsible for providing high-quality, 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 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/GP's
• 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