Consumer Services Specialist

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

Job summary

Join a forward-thinking medical device company as a Consumer Services Specialist, where your attention to detail and exceptional service skills will enhance the consumer journey. In this role, you will manage consumer interactions, ensuring accuracy in sales orders and queries while adhering to company policies. This position offers a chance to be part of an inclusive organization that values diversity and encourages personal growth. If you're passionate about making a difference in the healthcare industry and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• At least 1 year of experience in a consumer service role.
• Tertiary qualification is an advantage, especially in medical fields.

Responsibilities

• Answer incoming calls and resolve consumer queries efficiently.
• Update and maintain consumer masterdata in the CRM system.

Skills

Attention to Detail

Customer Service

Communication Skills

Problem Solving

Education

Tertiary Qualification

Tools

CRM System

Job description

The Consumer Services Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes: enrolments of consumers, sales orders process, answering queries on products and/or services and providing exceptional consumer service.

The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional consumer service while adhering to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

Your key responsibilities will be:

• Answer incoming phone calls from Consumers/stakeholders and perform duties including capturing sales orders, resolving consumer queries, answer questions on products and/or services.
• Outbound calls to consumers to confirm monthly orders and products.
• Responsible for the conversion of leads within SLA and verification of all mandatory Consumer masterdata and documents.
• Ensuring all email queries are actioned within 48 hours.
• Ensuring all changes to masterdata are updated in the CRM system timeously and that masterdata is complete and accurate at all times.
• Logging consumer complaints in the CRM system timeously and following up with the necessary action.
• Ensuring all consumer interactions are recorded in the CRM system as per SOP.
• Asking insightful questions that get to the root cause of the consumer’s query.
• Consumer sales activities as per scheduled campaigns.
• Any other Consumer service-related tasks as requested.

Minimum Requirements:

• At least one year of working experience.
• Tertiary qualification is an advantage.
• Previous experience in a medical field is an advantage.

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.