Account Executive

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the primary point of contact for Clinigen clients, which include hospitals, physicians, and pharmacists.

• Address customer requirements and provide support and information regarding Clinigen and client offerings.

• Accurately process customer orders, inquiries, quotations, and product sourcing requests within specified service level agreements (SLAs).

• Adhere to regulatory, legislative, compliance, and standard operating procedure (SOP) guidelines when managing customer data and orders.

• Record compliance-related inquiries, complaints, non-conformities, and stock discrepancies in the Quality system.

• Handle inbound calls, emails, faxes, and digital platform inquiries while achieving departmental key performance indicators (KPIs).

• Conduct outbound calls to customers for strategic initiatives or business needs.

• De-escalate customer interactions and escalate issues to senior team members as necessary.

• Develop and sustain long-term relationships with customers and internal stakeholders.

• Collaborate with internal teams to ensure customer accounts are compliant and properly configured.

• Advocate for Clinigen Direct and motivate customers to utilize the digital ordering platform.

• Assist in training, process enhancements, compliance updates, and other Customer Service initiatives.

• Monitor personal objectives and departmental KPIs in conjunction with the line manager.

⛳️ Requirements

• Proficient written and verbal communication skills for designated region(s); non-native speakers must have excellent conversational abilities across all channels.

• At least a GCSE and/or equivalent regional qualification.

• Proven experience in a customer service role.

• Outstanding communication skills with a strong focus on customer satisfaction.

• Capable of multitasking with excellent organizational abilities.

• Flexible and responsive to industry trends and technological advancements.

• Proficient in Microsoft Office applications.

• Experience with Oracle systems and digital platforms is a significant advantage.

• Possession of personal transportation.

• Keen attention to detail.

• Commitment to confidentiality and integrity.

• Strong communication skills at all organizational levels.

• Effective time management abilities.

• Self-disciplined, proactive, and able to take initiative while thinking ahead.

🏝️ Benefits

• Company contribution towards Medical Aid.

• AlexForbes Pension Fund.

• Group Life Insurance.