Careline Assistant Jobs

Job Description

Objective:

• To provide consumers and customers a platform to engage with Sanulac Nutritionals, process product concerns and information, and ensure timely and appropriate responses to retain consumers for Infant Nutritional products.

Main Duties:

• Manage all customer quality and adverse event complaints and monitor corrective actions based on the findings.
• Report on quality defects on a product, including its labelling or packaging, after finished products release by the Site Quality Head.
• Accurately enter the quality complaints into a database and maintain records.
• Evaluate the seriousness of the complaint.
• Write a concise report to document the complaint and prepare case summaries for regulatory submissions.
• Communicate and collaborate with internal teams to address questions and concerns from the complaints.
• Arrange upliftment and replacement of complaint samples from the consumer.
• Send QC complaint forms to Clayville and France for investigations.
• Evaluate France complaint samples from consumers.
• Manage the Careline inventory, replenish samples stock, monitor expiry dates and follow the FIFO principle, ensuring no short-dated or expired samples are returned to Clayville for write-off.
• Provide monthly reports to the RA head for KPI analysis to Groupe Lactalis.
• Report critical events to the RA Head as they occur.
• Organise courier for uplifting and replacing products.
• Contact retail to source products for consumers.
• Liaise with quality control in SA and France to close off the consumer complaint.
• Generate a response to the consumer.
• Handle any repeat queries.
• Manage the consumer experience.
• Be knowledgeable about infant milk formula products.
• Know preparation instructions for each infant formula brand and stage appropriate for the child’s age.
• Assist healthcare professionals on the Expert Community Network platform.
• Handle all consumer contacts via all platforms and direct them to the responsible person, including stock requests, material requests, and Medical Team visit requests.

Qualifications and Experience

Education

• Tertiary education is an added advantage.
• Grade 12 / NQF level 4.

Experience

• 2-3 years’ experience in Customer Service, Adverse Event, or Administration role is essential.

Competencies

• Customer service skills.
• Administrative skills and attention to detail.
• Communication skills (verbal and written), ability to work under pressure.
• Computer literacy (MS Office).
• Caring nature towards customers, self-managed, and proactive.

Required Skills

• Customer service skills.
• Administrative skills and attention to detail.
• Communication skills (verbal and written).
• Ability to work under pressure.
• Computer literacy (MS Office).
• Caring nature towards customers, self-managed, and proactive.