Consumer Care Specialist

Coloplast; Sandton; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading medical device company in South Africa seeks an individual to engage with consumers and manage leads for their Care Program. Responsibilities include suggesting products, maintaining relationships, handling complaints, and ensuring excellent service quality. The ideal candidate should be proactive and committed to providing superior care and support. This position values inclusivity and encourages all qualified candidates to apply.

Responsibilities

• Engage with and accurately capture all consumer leads.
• Reach out to assigned leads and suggest suitable products.
• Maintain relationships with community contacts for support.
• Pack and dispatch sample parcels as required.
• Stay updated with campaign and product training material.
• Connect with consumers enrolled in the Care Program.
• Assist with product advice and nurse consultations.
• Handle consumer product complaints efficiently.
• Engage in professional communication with customers.

Job description

Responsibilities

• Engage with and ac ccurately capture all leads, ensuring consumer database quality and completeness is maintained for each contact.
• Reach out to assigned leads within the specified time frame, gently suggesting the products or services that best fit their needs and exploring opportunities for cross-selling or upselling.
• Build and maintain meaningful relationships with community contacts, ensuring exceptional care and support is provided, and assisting with enrollment to Coloplast where applicable.
• Pack, dispatch, and record all sample parcels as required.
• Stay up to date with campaign and product training materal.
• Consumer Care Program
• Connect with consumers enrolled in the Care Program, providing comprehensive support through both inbound and outbound communication channels.
• Assist with product and routine advice, early identification of complance issues or complications, as well as booking nurse consultations and follow-ups.
• Establish and maintain consumer relationships for a lifetime dialogue. Retain existing consumers through excellent support and high satisfaction levels.
• Meet predefined KPIs with regards to quality of care and consumer engagement volumes.
• Efficiently handle consumer product complaints through detailed investigations, compassionate support, and prompt resolutions.
• Answer emails timeously to ensure that queries are responded to within SLA.
• General Duties
• Portray a positive company image and engage in professional and consumer-centric communication with customers.
• Stay up to date with and comply with all SOPs and talk tracks and provide suggestions for improvement.
• Ad hoc Consumer service-related projects which come about from time to time.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

Coloplast Group - Holtedam 1 - Humlebaek - DK 3050 - Denmark