Hub Administrator - Leratong City (New Store) at Dis-Chem Pharmacies

Job Description

• Dis-Chem Pharmacies has an opportunity available for a Hub Administrator for their new store in Leratong City. Responsible for the operational anchor of the Store of the Future hub, serving as the central administrative support for incoming calls, walk-in customer enquiries, and clinic and Cover reception duties.
• The Hub Administrator ensures every customer interaction, whether by phone or in person, is met with warmth, accuracy, and purpose. The role balances administrative efficiency with empathetic customer service, supporting both front-shop and clinic environments. The Hub Administrator also plays a key role in promoting Cover products, supporting Better Rewards, and identifying and escalating medical emergencies appropriately.
• The role operates within defined administrative and customer service protocols and does not perform clinical assessment or decision‑making.

Minimum Requirements:

Essential:

• Matric or equivalent Senior Certificate Computer literacy: Microsoft Office (Word, Excel, Outlook)
• Computer literate – MS Office
• Willing and able to work retail hours

Job Description:

• Answer all incoming hub calls within a reasonable time in accordance with Dis-Chem standards, using appropriate telephone etiquette
• Provide accurate and relevant information to callers regarding appointments, services, products, and general enquiries
• Confirm patient appointments 24 hours in advance
• Assist walk-in patients with bookings, queue placement, and information about clinic services
• Create and maintain patient profiles on the electronic record system
• Transfer urgent enquiries and escalate medical emergencies immediately to the Hub Advisor or Nursing Practitioner
• Call handling priorities are guided by defined escalation protocols, with medical emergencies and in‑store clinic patients taking precedence over routine enquiries during peak periods.

Integrated Health Support

• Obtain patient consent for Dis-Chem Cover products (Dis-Chem Health and Dis-Chem Life) in accordance with POPIA
• Logging leads for Dis-Chem Health and Dis-Chem Life products
• Assist walk-in patients with bookings, queue placement, and information about clinic services
• Where booking functionality for Cover products is not system‑enabled, manual processes will apply until system capability is introduced
• Troubleshoot basic Cover-related queries, escalating complex issues to the Hub Advisor, financial advisor or Store Admin Manager as required

Better Rewards Enablement 

• Serve as the primary in-store champion for Better Rewards at the hub, driving digital programme adoption, customer understanding, and value realisation through engagement
• Educate customers on programme benefits and usage
• Troubleshoot basic Better Rewards queries, escalating complex issues to the Hub Advisor or Store Admin Manager
• Better Rewards enablement is a secondary responsibility and may be deprioritised during high‑volume reception or clinic periods in line with operational priorities

Customer Service

• Serve as a central point of contact for customer queries, compliments, and complaints
• Escalate compliments and complaints to the relevant manager
• Ensure customers receive feedback regarding queries within reasonable timeframes in accordance with specified category SLA’s response time
• Provide customers with relevant information (e.g., area codes, contact numbers) as requested
• Maintain visibility and approachability at the hub and on the store floor when required
• The Hub Administrator is responsible for accurate logging and escalation of complaints but is not accountable for resolution ownership

Administration

• Maintain accurate data capturing and documentation related to customer service and clinic
• Support the Hub Advisor with administrative tasks as required
• Ensure all customer information is handled confidentially and in accordance with POPIA
• Administrative tasks may be deprioritised where immediate customer service or clinic support is required

Competencies

Essential:

• Understanding of Better Rewards programme principles, systems, and retail operations
• Knowledge of clinic services and how they relate to integrated health offerings
• Demonstrates awareness of data protection and customer privacy regulations including POPIA and the Consumer Protection Act.
• Understanding of how Better Rewards, clinic and Cover products support overall business objectives
• Ability to convey information clearly and effectively, both verbally and in writing
• Responds to customer queries professionally and promptly
• Handles customer complaints with empathy and professionalism
• Builds rapport with store and clinic teams
• Commitment to accuracy, consistency, and high standards of work
• Actively seeks to reduce discrepancies and improve operational accuracy
• Proficient in Microsoft Office (Word, Excel, Outlook). Computer Skills (SAP), Mathematics, Administration, and Customer Service

Special conditions of employment:

• Retail-based role requiring in-store presence
• Shift work aligned to store trading hours
• The role requires the ability to manage high‑volume customer interaction and frequent task switching during peak trading periods
• South African citizen
• MIE, no criminal record and clear credit rating
• Driver’s license and own reliable transport

Remuneration and benefits:

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

Closing Date 20 July 2026