Consumer Care Specialist

 

Job description
Responsible for the execution of our Patient Support Programs and the Partnership Sales Model. Proactively engage with new and existing Consumers over the phone and other communication channels and collaborate across functions within the Consumer Care department.

           
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.
   

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

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.

Visit us on Coloplast.com.

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