Job Description

To provide professional and efficient call services to optimise client experience. As the GCC Coordinator, you will be responsible for administrative work relevant to the call desk, facilitating consultant calls, International call taking, medical assistance and managing. As a coordinator for Portuguese-speaking countries, the candidate is required to read, write and converse in the language.

• Ensure ongoing collaboration with medics and Doctors to ensure effective processes are in place and in line with corporate processes and goals.
• Identify and recommend opportunities to enhance processes; systems and policies and support implementation of new processes; policies and systems
• Ensure information is provided correctly to stakeholders by maintaining knowledge sharing knowledge with the team.
• Meet/exceed performance expectations and goals for your allocated region
• Troubleshoot and problem-solve related issues
• Consistently be attentive to real-time service levels and acting when needed.
• Monitor and analyse all real-time services and needs
• Provide positive, fast, and complete support resolutions to clients via various access channels.
• High-energy and self-reliant.
• Provide support to customers.
• Identify common trends within the network and escalate appropriately.
• Ability to quickly identify and resolve inquiries.
• Act with the customer in mind and advocate for the user community.

Requirements

• Customer service experience (1+ years)
• Call centre experience
• Higher Certificate/Grade 12
• Medical experience advantageous
• Be proficient in conversational Portuguese
• Read and Write Portuguese
• Call centre or supply chain qualification advantageous
• Proficient computer skills including Microsoft Outlook, Word, and Excel and equivalent Google products.
• Must be able to work shifts including weekends.
• Be proficient in conversational French (Advantageous)
• Read and Write French (Advantageous)

Competencies

• High tolerance for stress, complexity, and change.
• Team Player
• Dependable and punctual with time management skills.
• Strong writing skills, computer skills and impeccable attention to detail.
• Demonstrates empathy and the ability to take initiative.
• Strong problem-solving skills with the ability to creatively resolve difficult situations.
• Ability to quickly learn applications.
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty.
• High-level of comfort and familiarity with online systems