Job Listing

Job Title
Customer Care Consultant
Employment Type
Full Time
1 to 3 years
Job Published
21 February 2022
Job Reference No.

Job Description

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.


  • 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.