Customer Consultant - Claremont

Dis-Chem Pharmacies Limited; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Benefits offered by this job

Market-related salary

Medical aid

Provident fund

Staff account

Job summary

Dis-Chem Pharmacies is seeking a Customer Consultant for our Claremont store to assist customers with product and service information and address inquiries. You will resolve complaints and contribute to a positive shopping experience across the store.

The role requires Grade 12, 1+ year in admin or PR, strong communication, MS Office skills, and availability to work retail hours. Training and support provided within a large retail network.

Qualifications

• Must have Matric with at least 60% in English, Afrikaans and Maths Literacy.
• At least 1 year experience in administration or public relations.
• Strong communication and customer interaction skills.
• Computer literate – MS Office.
• Willing and able to work retail hours.

Responsibilities

• Ensure accurate data capturing and documentation.
• Check card balances, reports and statements for customers.
• Manage stock control and promotional items within the store.
• Handle customer inquiries and escalate complaints to Senior/Regional staff.
• Respond to written or email queries across platforms.
• Coordinate and manage in-store events and promotions.
• Provide training on the Benefits Programme to departments.

Skills

Customer service

Communication

Public relations

MS Office

Retail hours

Education

Matric / Grade 12

Tools

SAP

Job description

Dis-Chem Pharmacies requires the committed services of a Customer Consultant for their Claremont, Cavebdish Square store. To interact with Dis-Chem’s customers and provide them with the necessary information to address inquiries regarding products and services. Deal with and help resolve any customer complaints and concerns.

Minimum Requirements

Essential:

• Grade 12 / Matric (with at least 60% in English, Afrikaans and Maths Literacy)
• At least 1-year experience in administration or public relations
• Strong communication and customer interaction skills
• Computer literate – MS Office
• Willing and able to work retail hours

Advantageous:

• Administration / Customer Service / Public Relations qualification
• Third additional language
• SAP experience

Job Description

• Ensure accurate data capturing and completion of documentation is done
• Check card balances, card reports and/or statements for customers
• Manage daily and weekly inventory control cards, magazines, application forms, baby bags, travel kits, promotional items, partner goody bags, free gifts and other promotional items
• Ensure Accurate Process of Transaction – TRMS – capturing and reporting
• Manage stock control and shrinkage
• Checkpoint reversals on statements
• Check the manual point’s allocation on card reports and statements, to ensure all manual allocations are given through to the Admin Manager on a daily basis
• Ensure effective internal communication (within customer service/benefits programme)
• Escalate compliments, complaints and product sourcing to Senior or Regional Customer Consultants daily
• Manage and report complaints and compliments through the customer service diary
• Ensure effective external communication (customer feedback)
• Respond to written or e-mail queries on various platforms
• Ensure Store Manager and relevant employees are kept informed of all elements regarding the benefit programme
• Adhere to excellent telephone etiquette at all times according to Dis-Chem’s SOPs
• Accurate recruitment and capturing of customers
• Coordinate and manage in-store events and promotions
• Create a central point of contact for all general queries, compliments and complaints
• Assist customers with any queries, and refer customers to the appropriate departments where applicable
• Ensure visibility of the Benefits Programme signage and/or current promotional signage regarding the Benefits Programme displayed at the customer service help desk or till points
• Be visible on the store floor when a second Customer Consultant can relieve you at the Customer Consultant department
• Provide relevant benefit programme training to all departments, and ensure implementation of training
• Adhere to Dis-Chem policies and procedures, SOPs and health and safety rules and regulations

Competencies

Essential:

• Administration of customer relations
• Strong command of the English and Afrikaans languages
• Exceptional communication and active listening skills
• Problem-solving skills
• Sound analytical skills
• Patience
• Honest and trustworthy
• Time management
• Ability to lead by example

Advantageous:

• Relevant administration course
• Knowledge of the POPI and Consumer Protection Act
• Third additional language

Special conditions of employment

• Willing and able to work retail hours
• Valid driver’s license and own reliable transport for travel to meetings and training
• South African citizen
• Clear credit and criminal records

Remuneration and benefits

• Market-related salary
• Medical aid
• Provident fund
• Staff account

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and targets will be considered as part of the recruitment process aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.