Consumer Care Specialist at Coloplast

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.