Consumer Services Specialist at Coloplast

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

Professional qualifications

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

Personal qualifications

• Lives up to Coloplast Leadership Principles:
• Set high ambitions and challenge your team
• Be open and honest about performance
• Show visible and decisive leadership
• Focus teams on delivering business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values
• Quick learner, intellectual capacity with a high degree of common sense, resourcefulness, and flexibility
• Very organized and structured with the ability to successfully manage deadlines as well as handle ambiguity
• Ability to balance needed attention to detail with a pragmatic view on opportunity, impact and feasibility
• Growth mind-set, ability to priorities and multi-task
• Strong communication skills and ability to interact with different cultures in SA
• Team player with a strong “Consumer/service” orientation
• Able to spot a business opportunity or risk and take corresponding action
• Comfortable managing multiple stakeholders and projects at once
• Diligent and continuously focused on getting actions done
• Focused not only on problems and hurdles but also on solutions
• Ability to deal with Consumers in a friendly and professional manner and handle difficult Consumer situations