Careline Assistant

Lactalis South Africa; Gauteng; On-site; ZAR 150 000 - 250 000; Full time

Job summary

A leading nutrition company in Gauteng is looking for a Customer Service Specialist to manage infant nutritional product inquiries and complaints. This role demands strong customer service skills, attention to detail, and experience in administration. The ideal candidate should have 2–3 years in a related field and be proactive in ensuring consumer satisfaction. Tertiary education is an advantage, and proficiency in MS Office is required.

Qualifications

• 2–3 years’ experience in Customer Service / Adverse Event / Administration role essential.

Responsibilities

• Manage all customer quality/adverse event complaints and monitor corrective actions.
• Report quality defects on a product to the Site Quality Head.
• Accurately enter quality complaints into a database and maintain records.
• Evaluate complaints and write concise reports for regulatory submissions.
• Communicate with internal teams to address questions from complaints.
• Arrange upliftment and replacement of complaint samples from consumers.
• Send QC complaint forms for investigations.
• Manage the Careline inventory.
• Provide monthly reports for KPI analysis.
• Report critical events to the RA Head.
• Organise courier for product replacements.
• Contact retailers to source products for consumers.
• Generate responses to consumers and manage repeat queries.
• Ensure high consumer satisfaction.
• Maintain knowledge of infant milk formula products.
• Assist health care professionals through the Expert Community Network platform.
• Field all consumer contacts and direct them appropriately.

Skills

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

Proactive

Education

Grade 12 / NQF level 4

Tertiary education

Job description

Role Purpose

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.

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.
• Report quality defects on a product, including labelling or packaging issues, to the Site Quality Head after finished product release.
• Accurately enter quality complaints into a database and maintain records.
• Evaluate the seriousness of each complaint and write concise reports for regulatory submissions.
• Communicate and collaborate with internal teams to address questions and concerns from the complaints.
• Arrange upliftment and replacement of complaint samples from consumers.
• Send QC complaint forms to Clayville and France for investigations.
• Manage the Careline inventory: replenish sample stock, monitor expiry dates, and apply FIFO principles to ensure no short‑dated or expired samples are returned to Clayville for write‑off.
• Provide monthly reports to the RA head for KPI analysis to Groupe Lactalis.
• Report critical events to the RA Head as they occur.
• Organise courier for uplifting and replacing products.
• Contact retailers to source product for consumers and liaise with quality control teams in SA and France to close off consumer complaints.
• Generate a revert to the consumer and handle repeat queries.
• Manage the consumer experience, ensuring high satisfaction.
• Maintain extensive knowledge of infant milk formula products, including preparation instructions for each brand and stage appropriate for the child's age.
• Assist health care professionals through the Expert Community Network platform.
• Field all consumer contacts across platforms and direct them to the responsible person (stock requests, material requests, medical team visit requests, etc.).

Education

• Tertiary education is 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, and proactive.

Requirements

• 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.