Cjd Customer Liaison Officer - Worcester (Western Cape)

Vacancy Details

Employer:Dis-Chem Pharmacies Limited
Dis-Chem Pharmacies (CJ Sales) requires a Customer Liaison Officer at our Head Office in Midrand. Act as a liaison and provide product/ services information and resolve any concerns that our clients/ suppliers might face with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.

Minimum Requirements…
Essential:
Grade 12 / Matric or Senior Certificate

2 – 5 years relevant customer service experience

Advantageous:
Relevant Customer Service Qualification

Job Specification…

Stakeholder relationships:
Always represent the company well in line with the mission, vision and values.
Attempt to resolve all queries at first contact.
Ensure a high standard of care and best practice is being delivered to the customer/ suppliers.

Deal directly with customer and CJ Distribution queries.

Ensure speedy resolution of client complaints and recommend solutions to the business unit to assist in identifying better ways of providing a service.

Undertake customer satisfaction research to identify customer's experience.

Obtain and evaluate all relevant information to handle product and service inquiries and assess customers' needs to achieve satisfaction.

Build sustainable relationships of trust through open and interactive communication.

Resolve all supplier or customer queries.

Use customer and store feedback to improve future customer service.

Re-launch initiatives to increase customer satisfaction.

Act as mediator between and among staff and clients to enhance communication and resolve conflicts

Customer Service:
Return correspondence via email relating to important information.
Develop and implement communication "scripts" when handling different topics.
Keep records of all conversations in our call centre database in a comprehensible way.
Support the recording of customer queries in our Call Centre database in a comprehensive manner.

Orders and delivery (Client/ Suppliers):
Take orders by obtaining and verifying information.
Create and maintain project delivery timelines.
Handle complaints related to all customer orders.
Inform customers if items are out of stock or discontinued.
Roll out CJD articles telesales order system and report progress to Senior Management.
Process all interactions necessary for the accurate managements of adherence calls.

Reporting & Administration:
Provide feedback on the efficiency of customer service process.
Log all resolved and unresolved queries on a daily basis for reporting purposes.
Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that a longer term solution is provided.
Compile reports on relevant products and their sales, quality and feedback.
Liaise with various stakeholders to discuss sales performances and act accordingly.
Present new ranges to senior managers on a regular basis.

Competencies
Essential:
Communication skills
Interpersonal skills
Quality orientation
Self-management skills

Special conditions of employment:
South African Citizen
MIE, clear criminal and credit
Driver's licence and own reliable transport

Remuneration and benefits:
Market-related salary
Medical aid
Provident fund
Staff account

ONLY SUCCESSFUL APPLICANTS WILL BE CONTACTED. IF YOU HAVEN`T BEEN CONTACTED WITHIN TWO WEEKS AFTER THE CLOSING DATE CONSIDER YOUR APPLICATION AS UNSUCCESSFUL.

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem's approved Employment Equity Plan and targets will be considered as part of the recruitment process aligned to Dis-Chem's Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.