Job Description
Dis-Chem Pharmacies has an opportunity available for a Hub Advisor for their new store in Leratong City,. The Hub Advisor is the front-of-house concierge and ecosystem guide for Dis-Chem's Store of the Future. Positioned at "The Hub", this role delivers human-led, digitally enabled customer service, supporting customers across the Dis - Chem ecosystem, Better Rewards, Clinic, Cover, Dispensary, and the Dis-Chem App.
The role is foundational to Dis- Chem's ecosystem strategy, ensuring customers are welcomed, guided and seamlessly connected to the right services at the right time. Drawing on a 7-star hospitality mindset, the Hub Advisor removes friction from health and retail journeys, builds trust, and elevates Dis-Chem from a traditional pharmacy retailer to an integrated health partner.
Acting as a front door to Better Rewards and the Store of the Future, the Hub Advisor ensures that digital innovation feels intuitive, supportive, and human, helping customers confidently navigate their health journeys while reinforcing loyalty, adoption, and long-term engagement.
Minimum Requirements…
Essential:
Matric (tertiary qualification in Hospitality, Tourism, Customer Experience, or Service Management advantageous).
5 - 8 years' experience in premium customer-facing roles, preferably within:
Luxury hospitality (5 - 7 star hotels, airlines, cruise lines)
Concierge or guest experience environments
High-end service industries
Demonstrated experience delivering exceptional, personalised customer experiences in high-touch environments.
Strong comfort with technology, digital tools, and customer-facing screens/apps.
Experience supporting customers through complex journeys (bookings, check-ins, payments, guidance).
Retail experience advantageous but not required — willingness to learn retail and healthcare environments is essential.
Advantageous:
Exposure to loyalty programmes, memberships, or service subscriptions advantageous.
Job Specification
Customer Experience & Concierge Service
Deliver a premium, welcoming, and personalised customer experience at the Hub so that customers feel supported, confident, and cared for throughout their journey.
Create a calm, professional, and hospitable first impression
Proactively identify customer needs and guide them to the appropriate service
Anticipate friction points and resolve issues in real time
Ecosystem Navigation & Journey Orchestration
Act as the connector between ecosystem services by guiding customers seamlessly across Clinic, Cover, Dispensary, and the App.
Direct customers to appropriate care pathways
Coordinate flow between waiting areas, clinical rooms, and dispensary
Ensure continuity of care and clear handoffs between services
Better Rewards Enablement (Core Foundation)
Serve as the primary in-store champion for Better Rewards to drive adoption, understanding, and value realisation.
Support Better Rewards sign-ups and onboarding
Educate customers on programme benefits and usage
Use Better Rewards as a conversion lever into broader ecosystem services
Digital Assistance & App Support
Support customers with digital touchpoints and self-service journeys while maintaining a human, reassuring presence.
Assist customers with interactive digital screens and check-in journeys
Support Dis-Chem App downloads, onboarding, and navigation
Bridge the gap between digital tools and customer confidence
Front-of-House & Cross-Trained Service Support
Provide selected non-clinical service support at the Hub to ensure smooth store operations.
Welcome and reception for Clinic and Cover customers
Capture consent, payment details, and basic customer information
Handle inbound store calls and route appropriately
Capture customer feedback, compliments, and service queries
Feedback, Insight & Continuous Improvement
Capture customer insights and contribute to improving Store of the Future experiences.
Log customer feedback and pain points
Identify opportunities to improve journeys, signage, and processes
Actively participate in refining Hub operations and service standards
Competencies
Essential:
Understanding of customer experience principles and service excellence standards
Familiarity with digital customer journeys and app-based interactions
Basic understanding of loyalty programmes and membership models
Applies situational awareness to assess customer needs quickly and accurately
Solves customer problems calmly and creatively in real time
Thinks holistically about end-to-end customer journeys rather than single interactions
Understands the role of customer experience and loyalty in driving retention and lifetime value
Balances service quality with operational flow and efficiency
Appreciates the commercial and brand impact of front-of-house interactions
Communicates clearly, warmly, and confidently with diverse customers
Explains digital and service concepts in simple, reassuring language
Maintains professionalism in sensitive or health-related conversations
Demonstrates high emotional intelligence, empathy, and patience
Builds trust quickly with customers and colleagues
Works collaboratively with clinic staff, pharmacists, and store teams
Maintains high standards of service, accuracy, and professionalism
Pays close attention to detail in customer interactions and data capture
Consistently upholds Dis-Chem service and brand standards
Manages time, energy, and multiple customer interactions effectively
Remains composed and solution-focused under pressure
Takes ownership of customer outcomes end-to-end
Leads by example through service excellence and professionalism
Acts as a role model for customer-centric behaviour in-store
Supports onboarding and mentoring of new Hub Advisors
Thrives in a new and evolving Store of the Future environment
Learns quickly across retail, health, digital, and loyalty domains
Adapts confidently to changing processes, tools, and customer needs
Special conditions of employment:
Retail-based role requiring in-store presence
Shift work aligned to store trading hours
South African citizen
MIE, no criminal record and clear credit rating
Remuneration and benefits:
Market related salary
Medical aid
Provident fund
Staff account
Closing Date 20 July 2026