Jobs at RB

AS A CONSUMER RELATIONS REPRESENTATIVE
You will represent the company in all consumer interactions. You will encourage and practice a culture of high quality service and continuous improvement within Consumer Relations.

Through positive relationships with our consumers you will:

• Advance and protect our corporate and brand reputation
• Mitigate risks from consumer complaints
• Support the business in driving and upholding vigilance (across RB products)
• Alert team on key/trending issues

SUMMARY OF RESPONSIBILITIES

• Log all relevant consumer feedback in RB CRM (consumer relationship management) system.
• Maintaining CRM system data integrity. This role needs to retrieve product information while simultaneously entering data, accurately coding the contact at the same time interacting with the consumer and offering them a solution.
• Recognise and report unusual, sensitive and potentially damaging situations ASAP.
• Varied administrative duties: fulfilment, monitor AE reporting, co-ordinate QA returns.
• Working hand in hand with quality teams, manufacturing sites and making sure this is done in a timely manner.
• Update all SOP's following the global guidelines which can be found on our global CR portal, with implementation of AE SOP, All SOP's need to be delivered to CPM with process and guidelines how we want CPM to deliver.
• Work closely with our Barcelona Contact Centre on product returns, replacement product, AE's, Vouchers etc.
• Analyse product complaints to identify the issues with greatest impact on the consumer experience and drive product improvement to resolve these issues.
• Monthly Executive summary to be delivered by 8th of each month.
• Be able to work with a minimum of supervision while adhering to RB guidelines and SOP's.

KEY CHALLENGES:

• Handling difficult consumers
• Having adequate product information
• Accurate recording of data
• Monthly reporting

PROFESSIONAL QUALIFICATIONS / EXPERIENCE

• Experience in the following are preferable
• High volume telephone-based customer service
• Dealing with complex dispute resolution
• FMCG experience
• The business language in RB is English, therefore fluency in English is essential
• Effective multi-tasking skills and strong keyboarding and data entry skills
• Strong verbal and written communication skills
• Good organisation and time management skills
• Able to work in a team environment
• Empathetic manner
• Positive outlook

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PURPOSE:

• To register health products in the South African and ensure compliance of those products under the regulations.
• To implement changes and effect up-dates, compile and maintain regulatory documentation and interpret changes in the regulatory environment.

PRINCIPAL ACCOUNTABILITIES:

• Create and amend registration dossiers as necessary for submission to the regulatory authorities in the South Africa, approved by Regulatory Affairs Manager.
• Monitor, collect and interpret regulatory issues and trends that will impact our RB products, policies and procedures in the South Africa.
• Interface with government agencies and industry associations in South Africa to assess the impact and implementation of required company compliance with all regulations, laws and industry policies that affect the ingredients, packaging, marketing, advertising, labelling and production for RB products.
• Advise Global Category Development, local R&D Operations and commercial on regulatory requirements and regulatory impact during the early phases of the NPD process for projects intended for launch in South Africa.
• Provide regulatory and product expertise in the development and clearance of advertising and label copy for existing and new products in South Africa markets.
• Ensure that updated and compliant Material and Product Safety Data Sheets (PSDS) exist for all products, under direction of Regulatory Affairs Manager.
• Compile and maintain a database of the regulatory status for all health products in South Africa, including those projects still in the process of regulatory approval.
• Ensure the required dossier updates are executed for South Africa health products at appropriate, regular intervals, in line with regulatory and internal standards

QUALIFICATIONS & EXPERIENCE:

• B Pharm or B Sc or equivalent
• Regulatory experience is a must (Minimum of 3 years)

SKILLS & PERSONAL ATTRIBUTES:

• Bias for action, capability to define, evaluate and take risks
• Commercial understanding of corporate and operational business imperatives
• Appetite for exploring new and previously uncharted territories
• Openness to change and ability to think out of the box
• Understanding of commercial/marketing imperatives
• Experience and ability to manage complex and multifunctional projects in ways that optimise the cost, quality and speed of delivery contributing to the flawless execution of RB projects