ZAF Customer Service Representative MX - Healthcare / Financial, Cape Town

Overview The Customer Care Advisor is responsible for communicating with our patients either over the phone, live chats/messaging on email and over social media. You work alongside the Responsible Pharmacists/ Clinicians to ensure exceptional clinical care and customer care is consistently delivered and patient safety is never compromised. The Customer Care Advisor will consistently deliver prompt service, have problem-resolution skills and excellent attention to detail. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenurewith our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit&criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.

Qualifications

Matric/Equivalent minimum education level required

Minimum 12 months’ call center experience supporting an international customer base

Strong command of written and spoken English with a minimum of CEFR C1

Experience servicing customers within the Healthcare, Pharmacy or BSFI sectors

Comfortable working across multiple digital platforms simultaneously (CRM, chat, email, telephony)

Minimum of 40 WPM typing speed

Familiar with KPI and performance metrics within a customer support environment

Availability for rotating shifts, including evenings and weekends

Responsibilities Patient Support Agents are the human connection in an otherwise fully digital care journey. Agents handle multi-channel inbound contacts— phone, live chat, and email — helping patients navigate their consultation, order, prescription, and delivery experience with speed and empathy.

Core Responsibilities

Handle inbound patient contacts via phone, live chat, and email regarding orders, consultations, and treatments

Assist patients with account queries, prescription status, order tracking, and delivery issues

Accurately triage clinical questions to the registered clinicians and prescribers in line with escalation protocols

Process order amendments, cancellations, and refund requests in accordance with company policy

Verify patient identity and maintain accurate records in the CRM system

Ensure all communications adhere to GPhC, CQC, and MHRA regulatory standards

Support patients experiencing side effects by following documented clinical escalation pathways— never providing medical advice directly

Respond to prescription and clinical review status enquiries with care and clarity

Meet individual KPIs including handle time, first contact resolution, quality scores, and CSAT

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