CJD Customer Liaison Officer - Head Office

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.

• Grade 12 / Matric or Senior Certificate
• Relevant Customer Service Qualification
• Minimum of 5 years relevant experience in customer service

• 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.

• 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 management of adherence calls.

• Provide feedback on the efficiency of customer service process.
• Log all resolved and unresolved queries on a daily basis for reporting purpose
• Identify root causes of issues and put forward proposals to the management team for improving the system and service levels to ensure that longer term solutions are provided
• Present to the management team each month on headline stats and analysis with recommendations for changes accordingly.
• Evaluate sales reports on relevant product categories and feedback on quality discrepancies.

• Adhere to Dis-Chem Policies and Standard Operating Procedures.
• Adhere to Health and Safety rules and regulations

• South African Citizen
• MIE, clear criminal and credit
• Driver's licence and own reliable transport

• 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.