Job description<\/p>\n
\tResponsible for the execution of our Patient Support Programs and the Partnership Sales Model.
\n\tProactively engage with new and existing Consumers over the phone and other communication channels and collaborate across functions within the Consumer Care department.\u00a0 \u00a0<\/p>\n
Essential duties and responsibilities: \u00a0\u00a0<\/p>\n
\tCommunity Lead engagement and capturing
\n\tEngage with leads generated from marketing campaigns, inbound calls, and directly from the Webshop.\u00a0
\n\tAccurately capture all leads, ensuring CRM quality and completeness is maintained for each contact.\u00a0
\n\tCall all assigned leads within SLA, expertly recommend the appropriate product to meet their needs and provide them with samples as per SOP.\u00a0
\n\tPack, dispatch, and record all sample parcels as per SOP.\u00a0<\/p>\n
\u00a0Consumer campaign execution:<\/p>\n
\t\u00a0Engage with, and up \/ cross sell to leads and consumers as per campaign needs.
\n\t\u00a0Stay up to date with all campaign training material and alert the Consumer Care Lead to any gaps in knowledge. \u00a0
\n\t\u00a0Timeously document campaign feedback and insights from consumers as per Campaign SOPs.
\n\t\u00a0Consumer sales and support through the e-commerce platform:
\n\t\u00a0Support consumers with placing and paying for their orders.
\n\t\u00a0Validate all new Webshop and MyOstomy app leads within SLA and as per SOP.<\/p>\n
\u00a0Consumer-centric communication:<\/p>\n
\t\u00a0Portray a positive company image and engage in professional and consumer-centric communication with customers.<\/p>\n
\u00a0Consumer queries\/Complaints<\/p>\n
\t\u00a0Answer emails timeously to ensure that queries are responded to within SLA.
\n\t\u00a0Complete all tasks as per SLA and escalate complaints to the Consumer Care Lead timeously.\u00a0<\/p>\n
\u00a0Consumer Care Program:<\/p>\n
\t\u00a0Engage with consumers enrolled in the Care Program via phone calls\/email\/SMS\/WhatsApp as per SOP and Talk Tracks.\u00a0
\n\t\u00a0Meet predefined KPIs with regards to quality of care and consumer engagement volumes.\u00a0
\n\t\u00a0Establish and maintain customer relationships for a lifetime dialogue. Retain existing consumers through excellent support and high satisfaction levels.\u00a0<\/p>\n
General duties:<\/p>\n
\t\u00a0Stay up to date with and comply with all SOPs and talk tracks and provide suggestions for improvement.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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