Essential duties and responsibilities

Consumer campaign execution

• Engage with and acccurately capture all leads, ensuring consumer database quality and completeness is maintained for each contact. 
• Reach out to assigned leads within the specified time frame, gently suggesting the products or services that best fit their needs and exploring opportunities for cross-selling or upselling. 
• Build and maintain meaningful relationships with community contacts, ensuring exceptional care and support is provided, and assisting with enrollment to Coloplast where applicable. 
• Pack, dispatch, and record all sample parcels as required. 
• Stay up to date with campaign and product training materal.

Consumer Care Program

• Connect with consumers enrolled in the Care Program, providing comprehensive support through both inbound and outbound communication channels.
• Assist with product and routine advice, early identification of complance issues or complications, as well as booking nurse consultations and follow-ups. 
• Establish and maintain consumer relationships for a lifetime dialogue. Retain existing consumers through excellent support and high satisfaction levels.
• Meet predefined KPIs with regards to quality of care and consumer engagement volumes.

Consumer queries/Complaints

• Efficiently handle consumer product complaints through detailed investigations, compassionate support, and prompt resolutions.
• Answer emails timeously to ensure that queries are responded to within SLA.

General Duties 

• Portray a positive company image and engage in professional and consumer-centric communication with customers.
• 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.