Consumer Care Specialist

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.

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, fulfil 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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