Job Role: 1. Call Volume: A goal of making 150 to 200 outbound connected calls per day. This would ensure a high level of outreach and customer engagement. 2. Call Duration: A target of 300 minutes (5 hours) of total talk time per day to meet the desired sales and service goals. 3. Sales Focus: The role will involve hardcore selling, meaning the call center agents must be assertive and persuasive in promoting the services and products offered. 4. Product Offering: The primary focus is on selling medicines and related healthcare services via outbound calls, which requires in-depth product knowledge and effective communication skills to drive sales. To meet these targets, agents will need to be well-trained in both the sales process and the healthcare offerings, ensuring that they can handle a high call volume while also providing valuable information to customers.
Responsibilities: 1. Customer Inquiries & Issue Resolution: o Address customer inquiries regarding medications, prescriptions, and healthcare products. o Resolve complaints promptly to ensure customer satisfaction. 2. Prescription Review: o Verify the accuracy, authenticity, and compliance of prescriptions with relevant regulations. 3. Collaboration: o Work with the dispensing team for the timely and accurate delivery of medications.
o Maintain detailed customer interaction records in the CRM system. o Use CRM data to identify trends and suggest improvements in customer service. 4. Team Coordination: o Work closely with sales, support, and pharmacy teams to ensure smooth service delivery. 5. Training & Knowledge Sharing: o Assist in training customer support staff on pharmaceutical knowledge and best practices. ________________________________________
Preferences & Key Skills: 1. Healthcare & Pharmaceutical Knowledge: o Basic knowledge about medications, supplements, and healthcare products is preferred. o Familiarity with legal and regulatory guidelines in the healthcare field is necessary. 2. Multitasking & Time Management: o Ability to manage multiple tasks efficiently, ensuring prompt responses and prioritizing urgent requests. 3. Sales Skills: o Suggest complementary products to customers and provide personalized recommendations to drive sales (upselling). 4. Technology Proficiency: o Skilled in using chat and email software to communicate effectively with customers. 5. Handling Difficult Situations: o Transparent and professional communication is needed, especially when handling difficult customer situations.