Key Performance Areas

• Manages and handles all Distributor / consumer related complaints which includes reactions and quality complaints through the portal.
• Processing and management of all Complaints / Reactions / Devices logged onto the Portal
• Independently assesses and decides on validity / seriousness of complaints and escalates when necessary.
• Directly involved in the investigation process on certain quality related complaints / enquiries and is actively involved in the investigation until the matter / complaint has been resolved and communicated.
• Communicates investigation outcomes on quality complaints /queries in a scientific and analytical manner providing feedback on root cause and corrective action internally and to Distributors
• Responds via email to reaction reports using experience and knowledge of product and application.
• Sources information pertaining to complaints from appropriate departments or person.
• Raises deviations when necessary.
• Responds and resolves queries, disputes and complaints within 24 hours and maintains accurate confidential records of the queries, resolutions and will notify management when required.
• Closely monitors complaint trending on quality complaints.
• Reports any spike in complaints regarding a quality defect promptly to the Quality Assurance Manager.
• Provides guidelines / advice to Distributors on validity of complaints requesting further evidence when required and manages control of Destruction Certificates accordingly.
• Distributes, controls, and summarizes the results of the Customer Satisfaction Survey sent to Distributors.
• Manages box replacements to ensure they are processed and delivered on time and in full and ensures backorders are communicated.
• Reports irregularities and other non-conformities relating to customer complaints which forms part of the continual quality improvement process.
• Carries out all tasks according to relevant Standard Operating Procedures which are obtainable in each department.
• Maintains statistics, generates, and submit reports timeously by extracting from the Distributor Portal, company website
• Provides monthly reporting to Quality Assurance Manager.
• Provides reporting when requested and required for complaint trending.

Competencies

• Computer literate in Microsoft excel
• PowerPoint and Word
• Independent
• Attention to detail
• Accuracy
• Ability to effectively manage quality complaints in terms of the investigation process
• Excellent report writing and communication to Distributors / Customers via email or telephonically is essential
• Self-motivated
• Meets deadlines on tasks and KPA’s timeously
• Customer Care and excellent verbal telephonic (communication) skills
• Relevant Environ product and skincare knowledge advantageous
• Problem-solving skills on Quality Assurance issues
• Administrative capabilities
• Data analysis and reporting skills
• Professionalism
• Determination to resolve and complete tasks
• Willingness to address challenging situations
• Shows interest and enthusiasm towards work
• Team player

Qualifications & Experience

• Relevant Tertiary qualification related to Customer Service / Relations. BSc in Quality or equivalent
• 2- 3 years’ experience in Quality Assurance involving the management of customer complaints is essential.
• Good understanding of Environ products and their purpose of use and benefits is advantageous.
• 1-2 years’ experience in Customer Care or equivalent.