Call Centre Agent

NURA South Africa, a collaboration between Fujifilm, a global leader in cutting-edge intelligent imaging and medical technologies, and Dr Kutty's Healthcare, an institution with deep roots in the healthcare space, is seeking enthusiastic and results-driven Call Centre Staff to join our Cape Town team. Our mission is to create a culture of early screening, securing lives while delivering accessible and high-quality healthcare experiences infused with the warmth of Japanese hospitality. The Call Centre Staff will play a pivotal role in promoting NURA’s health screening services, selling and booking appointments for clients, and delivering exceptional customer service. The ideal candidate will possess strong sales and communication skills, a thorough understanding of NURA’s services, and a passion for fostering positive client relationships in a fast-paced, guest-centric environment.

Key Responsibilities:

• Service Knowledge and Sales: Develop and maintain comprehensive knowledge of NURA’s health screening services (e.g., colposcopy, ECGs, EEGs, bioelectrical impedance analysis, blood tests) to effectively educate clients and promote the benefits of early screening.
• Appointment Booking: Schedule client appointments for health screenings using NURAs booking system, ensuring accuracy, availability, and client convenience while meeting booking targets.
• Outbound and Inbound Sales: Make outbound calls to prospective clients and handle inbound inquiries to sell screening packages, addressing client needs, overcoming objections, and closing sales in a professional, consultative manner.
• Customer Service Excellence: Provide first-class customer service, responding to client inquiries via phone, email, or chat with empathy, clarity, and professionalism, aligning with NURA’s hospitality-driven approach.
• Client Follow-Up: Conduct follow-up calls or emails to confirm appointments, provide pre-screening information, and ensure client satisfaction, maintaining a positive customer experience.
• Data Management: Accurately capture and update client information, call logs, and sales outcomes in NURA’s Customer Relationship Management (CRM) system, ensuring compliance with POPIA.
• Performance Metrics: Achieve individual and team sales targets, call volume goals, and customer satisfaction metrics, as set by NURAs call centre management.
• Compliance and Confidentiality: Adhere to POPIA, the Consumer Protection Act (CPA), and NURA’s policies to protect client data and ensure ethical sales practices.
• Team Collaboration: Work closely with Guest Relationship Experts, clinical staff, and call centre supervisors to ensure a seamless client journey from inquiry to screening.
• Continuous Improvement: Participate in training, coaching, and quality assurance sessions to enhance product knowledge, sales techniques, and customer service skills.
Qualifications
Education:
• National Senior Certificate (Matric) or equivalent (essential).
• A certificate or diploma in Sales, Marketing, Customer Service, or a related field is advantageous but not mandatory.
Experience:
• Minimum of 6–12 months of experience in a call centre environment, preferably in sales, customer service, or appointment booking, with healthcare or medical industry experience advantageous.
• Proven track record in achieving sales targets or delivering exceptional customer service.
Skills:
• Excellent verbal and written communication skills, with fluency in English and proficiency in at least one additional South African language (e.g., Afrikaans, isiXhosa) preferred.
• Strong sales and negotiation skills, with the ability to handle objections and close deals effectively.
• Proficiency in Microsoft Office (e.g., Word, Excel) and experience with CRM systems or call centre software (training provided for NURAs systems).
• Basic computer literacy, with a typing speed of 20–40 words per minute.