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…

• 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

• 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.