Careline Assistant

Neptune; Gauteng; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A nutritionals company based in Gauteng is seeking a Customer Service Representative to manage consumer complaints, ensure product quality, and assist healthcare professionals. The ideal candidate will have 2-3 years of experience in customer service or administration and possess strong communication and organizational skills. This role offers an opportunity to work in a dynamic environment with a focus on infant nutritional products.

Qualifications

• 2-3 Years' experience in Customer Service, Adverse Event, or Administration role essential.

Responsibilities

• Manage all customer quality/adverse event complaints.
• Write concise reports for complaints.
• Communicate and collaborate with internal teams.
• Generate revert to consumers.
• Manage the consumer experience.

Skills

Customer service skills

Attention to detail

Communication skills (verbal & written)

Computer literacy (MS Office)

Ability to work under pressure

Self-managed

Pro-active

Education

Grade 12 / NQF level 4

Tertiary education

Job description

Overview

OBJECTIVE : To provide consumers and customers a platform to engage with Sanulac Nutritionals, process product concerns and information, and ensure timely and appropriate responses to retain consumers for Infant Nutritional products.

Main Duties

Manage all customer quality/adverse event complaints and monitor corrective actions based on findings.

Reports on quality defects on a product including its labelling or packaging after finished product release by the Site Quality Head.

Accurately enter the quality complaints into a database and maintain records.

Evaluate the seriousness of the complaint.

Write a concise report to report the complaint and prepare case summaries for regulatory submissions.

Communicate and collaborate with the internal teams to address questions and concerns from the complaints.

Arrange upliftment and replacement of complaint sample from the consumer.

Send QC complaint forms to Clayville and France for investigations.

Evaluate France complaint samples from consumers.

Manage the Careline inventory, replenish samples stock, monitor expiry dates and FIFO principle ensuring no short-dated or expired samples are returned to Clayville for write-off.

Provide monthly report to RA head for KPI analysis to Groupe Lactalis.

Report Critical events to RA Head as they occur.

Organise courier for uplifting and replacing product.

Contacting retail to source product for consumers.

Liaise with quality control – SA and France in order to close off the consumer complaint.

Generate a revert to the consumer.

Handle any repeat queries.

Managing the consumer experience.

Been knowledgeable in terms of infant milk formula product knowledge.

Knowledge on preparation instructions for each infant formula brand and stage appropriate for the child's age.

Assist health care professionals in terms of the Expert Community Network platform.

General fielding of all Consumer contact via all platforms and directing them to the responsible person – stock requests, material requests, Medical Team visit requests, etc.

Qualifications and Experience

EDUCATION

Tertiary education will be an added advantage.

Grade 12 / NQF level 4.

EXPERIENCE

2-3 Years' experience in Customer Service / Adverse Event / Administration role essential.

COMPETENCIES

• Customer service skills.
• Administration skills, Attention to detail.
• Communication skills (verbal & written), Ability to work under pressure.
• Computer literacy (MS Office).
• Caring nature towards customers, self-managed, must be pro-active.