Hub Advisor

Dis-Chem Pharmacies; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading pharmacy retailer in Johannesburg is seeking a Hub Advisor at their Melrose Arch store. The ideal candidate will provide premium customer service while navigating digital tools, acting as the first point of contact for customers. The role demands a commitment to enhancing the customer experience and effectively guiding clients through health and retail services, all while maintaining high standards of professionalism and empathy. Candidates should possess 5–8 years of experience in hospitality or customer service, along with a matric qualification and a strong understanding of customer experience dynamics.

Benefits

Market related salary

Medical aid

Provident fund

Staff account

Qualifications

• 5–8 years’ experience in premium customer-facing roles, preferably in hospitality.
• Strong comfort with technology and digital tools.
• Experience guiding customers through complex journeys.

Responsibilities

• Create a welcoming first impression for customers.
• Guide customers to appropriate services based on needs.
• Resolve customer issues in real-time.

Skills

Customer experience principles

Problem-solving

Digital customer journeys

Emotional intelligence

Communication skills

Education

Matric qualification

Tertiary qualification in Hospitality or related field

Tools

Digital apps

Job description

Job Location : Johannesburg, Gauteng, South Africa

Application Deadline : February 27, 2026

Job Description

• Dis-Chem Pharmacies has an opportunity available for a Hub Advisor for their Melrose Arch store, Sandton Region. The Hub Advisor is the front-of-house concierge and ecosystem guide for Dis-Chem's Store of the Future.
• Positioned at "The Hub", this role delivers human-led, digitally enabled customer service, supporting customers across the Dis - Chem ecosystem, Better Rewards, Clinic, Cover, Dispensary, and the Dis-Chem App.
• The role is foundational to Dis- Chem's ecosystem strategy, ensuring customers are welcomed, guided and seamlessly connected to the right services at the right time. Drawing on a 7-star hospitality mindset, the Hub Advisor removes friction from health and retail journeys, builds trust, and elevates Dis-Chem from a traditional pharmacy retailer to an integrated health partner.
• Acting as a front door to Better Rewards and the Store of the Future, the Hub Advisor ensures that digital innovation feels intuitive, supportive, and human, helping customers confidently navigate their health journeys while reinforcing loyalty, adoption, and long-term engagement.

Minimum Requirements…

• Matric (tertiary qualification in Hospitality, Tourism, Customer Experience, or Service Management advantageous).
• 5–8 years’ experience in premium customer-facing roles, preferably within:

• Luxury hospitality (5–7 star hotels, airlines, cruise lines)
• Concierge or guest experience environments
• High-end service industries
• Demonstrated experience delivering exceptional, personalised customer experiences in high-touch environments.
• Strong comfort with technology, digital tools, and customer-facing screens/apps.
• Experience supporting customers through complex journeys (bookings, check-ins, payments, guidance).
• Retail experience advantageous but not required — willingness to learn retail and healthcare environments is essential.

Advantageous:

• Exposure to loyalty programmes, memberships, or service subscriptions advantageous.

Job Specification

Customer Experience & Concierge Service

• Create a calm, professional, and hospitable first impression
• Proactively identify customer needs and guide them to the appropriate service
• Anticipate friction points and resolve issues in real time

Ecosystem Navigation & Journey Orchestration

Act as the connector between ecosystem services by guiding customers seamlessly across Clinic, Cover, Dispensary, and the App.

• Direct customers to appropriate care pathways
• Coordinate flow between waiting areas, clinical rooms, and dispensary
• Ensure continuity of care and clear handoffs between services

Better Rewards Enablement (Core Foundation)

Serve as the primary in-store champion for Better Rewards to drive adoption, understanding, and value realisation.

• Support Better Rewards sign-ups and onboarding
• Educate customers on programme benefits and usage
• Use Better Rewards as a conversion lever into broader ecosystem services

Digital Assistance & App Support

Support customers with digital touchpoints and self-service journeys while maintaining a human, reassuring presence.

• Assist customers with interactive digital screens and check-in journeys
• Support Dis-Chem App downloads, onboarding, and navigation
• Bridge the gap between digital tools and customer confidence

Front-of-House & Cross-Trained Service Support

Provide selected non-clinical service support at the Hub to ensure smooth store operations.

• Welcome and reception for Clinic and Cover customers
• Capture consent, payment details, and basic customer information
• Handle inbound store calls and route appropriately
• Capture customer feedback, compliments, and service queries

Feedback, Insight & Continuous Improvement

Capture customer insights and contribute to improving Store of the Future experiences.

• Log customer feedback and pain points
• Identify opportunities to improve journeys, signage, and processes
• Actively participate in refining Hub operations and service standards

Competencies

Essential:

• Understanding of customer experience principles and service excellence standards
• Familiarity with digital customer journeys and app-based interactions
• Basic understanding of loyalty programmes and membership models
• Applies situational awareness to assess customer needs quickly and accurately
• Solves customer problems calmly and creatively in real time
• Thinks holistically about end-to-end customer journeys rather than single interactions
• Understands the role of customer experience and loyalty in driving retention and lifetime value
• Balances service quality with operational flow and efficiency
• Appreciates the commercial and brand impact of front-of-house interactions
• Communicates clearly, warmly, and confidently with diverse customers
• Explains digital and service concepts in simple, reassuring language
• Maintains professionalism in sensitive or health-related conversations
• Demonstrates high emotional intelligence, empathy, and patience
• Builds trust quickly with customers and colleagues
• Works collaboratively with clinic staff, pharmacists, and store teams
• Maintains high standards of service, accuracy, and professionalism
• Pays close attention to detail in customer interactions and data capture
• Consistently upholds Dis-Chem service and brand standards
• Manages time, energy, and multiple customer interactions effectively
• Remains composed and solution-focused under pressure
• Takes ownership of customer outcomes end-to-end
• Leads by example through service excellence and professionalism
• Acts as a role model for customer-centric behaviour in-store
• Supports onboarding and mentoring of new Hub Advisors
• Thrives in a new and evolving Store of the Future environment
• Learns quickly across retail, health, digital, and loyalty domains
• Adapts confidently to changing processes, tools, and customer needs

Special conditions of employment:

• Retail-based role requiring in-store presence
• Shift work aligned to store trading hours
• South African citizen
• MIE, no criminal record and clear credit rating

Remuneration and benefits:

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

Closing Date 08 February 2026