New Jobs at Coloplast

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
• Afrikaans speaking

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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.

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Major Areas of Accountability

Represent Coloplast as a Clinical Expert

• Maintain professional credentials and education to maintain status as a clinical expert through board certification as a nurse.
• Act as a clinical liaison to ostomates with regards to planned surgical procedure, impact of living with a stoma and ostomy care.
• Support in-hospital stoma clinics in conjunction with hospital employed staff.
• Set up new stoma clinics for follow up visits for end users.
• Deliver education programs to a diverse group of internal and external customers and end users.
• Attend approved national and regional conferences and tradeshows as a Coloplast representative.
• Report back to senior leadership key clinical learnings and opportunities.

Essential Qualifications

• Registered Nurse with a bachelor’s degree
• Preferred SASA Stoma certification
• 2+ years’ experience in a clinical setting working with patients and/or end users
• Previous medical industry experiences an asset
• Domestic travel required
• Must permanently reside in the greater Durban area