Consumer Care Specialist at Coloplast, Sandton

Consumer Care Specialist

Coloplast

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About Coloplast

Coloplast is one of the world’s leading medical device companies, employing approximately 16,000 people with products available in over 143 countries. We develop and market products and services that make life easier for people with intimate healthcare needs.

Pursuing an ambitious growth agenda, we are constantly growing our business, driven by a culture of exploration, learning, and innovation. We are committed to being an inclusive organization and encourage all qualified candidates to apply.

The Role: Consumer Care Specialist

The Consumer Care Specialist is a critical, consumer-facing role responsible for managing leads, supporting the Care Program, and ensuring exceptional service and product satisfaction for all consumers. This role demands strong communication skills and a deep commitment to maintaining consumer trust and loyalty.

Essential Duties and Responsibilities

1. Consumer Campaign Execution & Lead Management

• Database Management: Engage with and accurately capture all leads, ensuring the consumer database quality and completeness are maintained.
• Outreach & Sales: Reach out to assigned leads within specified time frames, gently suggesting products or services that best fit their needs and exploring opportunities for cross-selling or upselling.
• Relationship Building: Build and maintain meaningful relationships with community contacts, providing exceptional care and support, and assisting with enrollment to Coloplast programs where applicable.
• Logistics: Efficiently pack, dispatch, and record all sample parcels as required.
• Training: Stay up-to-date with the latest campaign and product training material.

2. Consumer Care Program Support

• Comprehensive Support: Connect with consumers enrolled in the Care Program, providing comprehensive support through both inbound and outbound communication channels.
• Health & Compliance: Assist with product and routine advice, facilitate the early identification of compliance issues or complications, and manage the booking of nurse consultations and follow-ups.
• Retention: Establish and maintain consumer relationships for a lifetime dialogue, actively working to retain existing consumers through excellent support and high satisfaction levels.
• Performance Metrics: Meet predefined Key Performance Indicators (KPIs) with regards to quality of care and consumer engagement volumes.

3. Query and Complaint Resolution

• Complaint Handling: Efficiently handle consumer product complaints through detailed investigations, compassionate support, and prompt resolutions.
• Timely Response: Answer emails timeously, ensuring all queries are responded to within the established Service Level Agreements (SLA).

4. General Duties & Compliance

• Company Image: Portray a positive company image and engage in professional, consumer-centric communication with all customers.
• SOP Adherence: Stay up-to-date with and comply with all Standard Operating Procedures (SOPs) and talk tracks, providing suggestions for improvement.
• Projects: Support ad hoc consumer service-related projects as they arise.