Consumer Care Specialist Job Opportunity at Coloplast Sandton

Responsible for the execution of our Patient Support Programs and the Partnership Sales Model. Proactively engage with new and existing Consumers over the phone and other communication channels and collaborate across functions within the Consumer Care department.

 Essential duties and responsibilities:   

Community Lead engagement and capturing

• Engage with leads generated from marketing campaigns, inbound calls, and directly from the Webshop. 
• Accurately capture all leads, ensuring CRM quality and completeness is maintained for each contact. 
• Call all assigned leads within SLA, expertly recommend the appropriate product to meet their needs and provide them with samples as per SOP. 
•  Pack, dispatch, and record all sample parcels as per SOP. 

Consumer campaign execution:

•  Engage with, and up / cross sell to leads and consumers as per campaign needs.
•  Stay up to date with all campaign training material and alert the Consumer Care Lead to any gaps in knowledge.  
•  Timeously document campaign feedback and insights from consumers as per Campaign SOPs.

Consumer sales and support through the e-commerce platform:

•  Support consumers with placing and paying for their orders.
•  Validate all new Webshop and MyOstomy app leads within SLA and as per SOP.

Consumer-centric communication:

•  Portray a positive company image and engage in professional and consumer-centric communication with customers.
•  Consumer queries/Complaints
•  Answer emails timeously to ensure that queries are responded to within SLA.
•  Complete all tasks as per SLA and escalate complaints to the Consumer Care Lead timeously. 

Consumer Care Program:

•  Engage with consumers enrolled in the Care Program via phone calls/email/SMS/WhatsApp as per SOP and Talk Tracks. 
•  Meet predefined KPIs with regards to quality of care and consumer engagement volumes. 
•  Establish and maintain customer relationships for a lifetime dialogue. Retain existing consumers through excellent support and high satisfaction levels. 

General duties:

•  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. Support CSS Team as required.