Job Description
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
Relevant Customer Service Qualification
Minimum of 5 years relevant experience in customer service
Job Specification…
Stakeholder relationship:
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:
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.
General:
Adhere to Dis-Chem Policies and Standard Operating Procedures.
Adhere to Health and Safety rules and regulations
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
Closing Date 31 March 2026