Consumer Care Specialist

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 17,000+ people and with products available in more than 143+ countries, we are one of the world’s leading medical device companies. We are constantly growing our business and always looking for ways to move forward – we explore, learn, and look for new ways of doing things.

Job function summary

The Consumer Care Specialist will be responsible to provide support and guidance to newly discharged patients and enroll them into Care program. Responsible for understanding Consumer needs, challenges, and lifestyle goals and recommending the appropriate solution and product to meet these needs. Their role is to influence consumer behaviour towards a better product or service solution through sell with Care approach.

Areas of accountability

• Enrol the patients leads into Care program and provide best in class service by offering dedicated support for initial six months post -surgery and ensure they continue to use Coloplast products
• Provide thoughtful care and advice and solutions using a structured approach in both Care and Sales calls.
• Collaborate with On-ground Sales team to meet overall sales objectives and consumer satisfaction
• Upsell/X-Sell Coloplast products and services by exploring the needs & challenges and Influence consumer behaviour to use premium products for better quality of life
• Onboard existing & prospect consumers on E commerce platform by creating awareness and ensuring repeat purchases
• Addressing & close looping the Consumer issues and Complaints and ensure the consumer feels heard.
• Effectively operate CRM system and update records, interactions and profiles accurately.
• Ability to multi-task, prioritise and timely completes monthly outbound call activity goals and sales targets
• Maintain the login hygiene and other call metrics to maximize the call productivity

Education & Experience

• Graduate/Postgraduate
• Excellent verbal, problem solving relationship building skills
• Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
• Strong listening skills and ability to use effective questioning skills that will lead to a successful resolution or sale
• Results orientated and outgoing in character with a natural skill in building rapport and engaging in conversations that will lead to results

Required knowledge, skills & abilities

• Proven sales results by using the phone effectively as a customer relations tool, preferably within healthcare 
• Preferably, 2-4 years of telesales experience
• Ability to explain product and lifestyle-related procedures while giving clear, concise, step-by-step direction
• Knowledge of database/CRM as well as Call Traffic Management systems
• Proficiency in working with Excel/PowerPoint and Word
• Candidates who have knowledge of Kannada, Tulu and any other languages will be an added advantage
• Proficiency in working in MS Office suite: Excel, PowerPoint and Word
• Experience of having e-com (up-sell and cross-sell) setup
• Ability to identify, analyze, and solve problems with minimal direction and make decisions with confidence
• Excellent communication and presentation skills will be an added advantage
• Strong belief in alignment with Coloplast's Mission, Vision, Values