Job Description

Effective administration

Classify all calls into the correct category of Salesforce Capture all the data relevant to each complaint on relevant systems: Batch details Complaint description Personal details Maintain record of all correspondence between the relevant stakeholders Record resolution of the complaint/query .


Resolving customer complaints/queries received via different channels. Overseeing the customer service process. Supporting Management in complying to policies and procedures by providing feedback. Conducting quality assurance surveys with customers and providing feedback to the Management. Possessing excellent product knowledge to enhance customer support. Maintaining a pleasant working environment for the team. Excellent interpersonal, written and oral communication skills. Ability to work in teams. Computer skills. Engaged in handling calls from different business units (Internal & External). Provide World Class Customer Service. End to Transaction of Reports. Need to maintain Accuracy in Reports. Ability to work effectively in a team environment Pleasant, professional, and courteous personality skills. Excellent verbal and written communication skills. Providing Voice support to Internal and External End Users. The job will require you to handle inbound and outbound calls/emails. Perform problem cause analysis. Resolve customer queries and achieve customer delight. Ability to Identify Opportunity and Implement Process Improvements.




Market Specific needs MENAT




Track and ensure that all complaints logged for MENAT are resolved correctly

Resolution must include replacement of product as per procedure on product replacement.

Records and data must provide proof of compensation with complete traceability to support the business.

Ensure compliance with the Protection of personal information at all times.

Support training and guidance to sales teams and distributors in MENAT to facilitate the product replacement.

Support the development of the process for product replacement that is efficient and effective for the consumer.

Tracking the replacement of product to consumers in MENAT Market

Follow up with the relevant manufacturing plant for investigations on all complaints logged in the MENAT region.

High priority complaints must have investigations provided within 48hrs

Escalate all complaints to Quality lead & Smollan manager where there are sensitive contacts / irate consumers which pose a risk to the brand and business

Report weekly on all the above requirements creating clear visibility on case management across the business




Market Specific needs SSA




Follow up with local consumer affairs team on all sensitive complaints

Follow up on the closure of all Claims related to complaints

Run the surveys for consumer affairs agent performance monthly

Ensure compliance to the SSOP on Complaint handling for MENAT SSA

Verifying the unknown complaint reports, and data integrity of the Contacts captured daily.

Support the correct allocation of complaints with the teams as per relevant subject description codes

Follow up with Consumer affairs agents on all foreign material complaints or complaints where plants request the sample for availability of samples when logged


Call centre experience preferable/ Customer service experience/Administrative experience or high learning potential (Training provided) Matric Sound administrative skills Excellent telephone manner Customer service orientation Listening skills Excellence orientation Conflict handling Brand building Attention to detail Personal development * Ability to handle stress