Customer Experience Specialist
4 weeks ago
The Customer Experience Specialist is responsible for ensuring the seamless execution of consumer interactions, encompassing enrolments, sales orders, and exceptional customer service.
The ideal candidate will be a detail-oriented professional who can quickly grasp our end-to-end process and deliver outstanding customer service while adhering to policies and procedures.
You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.
Your key responsibilities will be
- Answering incoming phone calls from consumers and stakeholders, capturing sales orders, and resolving queries.
- Outbound calls to consumers to confirm monthly orders and products.
- Responsible for converting leads within SLA and verifying consumer master data and documents.
- Ensuring all email queries are actioned within 48 hours.
- Updating master data in the CRM system in a timely manner and ensuring it is complete and accurate.
- Logging consumer complaints in the CRM system and following up with necessary actions.
- Recording consumer interactions in the CRM system as per SOP.
- Asking insightful questions to resolve consumer queries.
- 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.
Coloplast is committed to being an inclusive organization where people bring their differences to work each day, fulfill their potential, and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief, or physical ability.
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