Job Description
Dis-Chem Pharmacies has an opportunity available for a Hub Administrator for their new store in Leratong City. Responsible for the operational anchor of the Store of the Future hub, serving as the central administrative support for incoming calls, walk-in customer enquiries, and clinic and Cover reception duties.
The Hub Administrator ensures every customer interaction, whether by phone or in person, is met with warmth, accuracy, and purpose. The role balances administrative efficiency with empathetic customer service, supporting both front-shop and clinic environments. The Hub Administrator also plays a key role in promoting Cover products, supporting Better Rewards, and identifying and escalating medical emergencies appropriately.
The role operates within defined administrative and customer service protocols and does not perform clinical assessment or decision‑making.
Minimum Requirements
Essential:
Matric or equivalent Senior Certificate Computer literacy: Microsoft Office (Word, Excel, Outlook)
Computer literate - MS Office
Willing and able to work retail hours
Job Description
Answer all incoming hub calls within a reasonable time in accordance with Dis-Chem standards, using appropriate telephone etiquette
Provide accurate and relevant information to callers regarding appointments, services, products, and general enquiries
Confirm patient appointments 24 hours in advance
Assist walk-in patients with bookings, queue placement, and information about clinic services
Create and maintain patient profiles on the electronic record system
Transfer urgent enquiries and escalate medical emergencies immediately to the Hub Advisor or Nursing Practitioner
Call handling priorities are guided by defined escalation protocols, with medical emergencies and in‑store clinic patients taking precedence over routine enquiries during peak periods.
Integrated Health Support
Obtain patient consent for Dis-Chem Cover products (Dis-Chem Health and Dis-Chem Life) in accordance with POPIA
Logging leads for Dis-Chem Health and Dis-Chem Life products
Assist walk-in patients with bookings, queue placement, and information about clinic services
Where booking functionality for Cover products is not system‑enabled, manual processes will apply until system capability is introduced
Troubleshoot basic Cover-related queries, escalating complex issues to the Hub Advisor, financial advisor or Store Admin Manager as required
Better Rewards Enablement
Serve as the primary in-store champion for Better Rewards at the hub, driving digital programme adoption, customer understanding, and value realisation through engagement
Educate customers on programme benefits and usage
Troubleshoot basic Better Rewards queries, escalating complex issues to the Hub Advisor or Store Admin Manager
Better Rewards enablement is a secondary responsibility and may be deprioritised during high‑volume reception or clinic periods in line with operational priorities
Customer Service
Serve as a central point of contact for customer queries, compliments, and complaints
Escalate compliments and complaints to the relevant manager
Ensure customers receive feedback regarding queries within reasonable timeframes in accordance with specified category SLA's response time
Provide customers with relevant information (e.g., area codes, contact numbers) as requested
Maintain visibility and approachability at the hub and on the store floor when required
The Hub Administrator is responsible for accurate logging and escalation of complaints but is not accountable for resolution ownership
Administration
Maintain accurate data capturing and documentation related to customer service and clinic
Support the Hub Advisor with administrative tasks as required
Ensure all customer information is handled confidentially and in accordance with POPIA
Administrative tasks may be deprioritised where immediate customer service or clinic support is required
Competencies
Essential:
Understanding of Better Rewards programme principles, systems, and retail operations
Knowledge of clinic services and how they relate to integrated health offerings
Demonstrates awareness of data protection and customer privacy regulations including POPIA and the Consumer Protection Act.
Understanding of how Better Rewards, clinic and Cover products support overall business objectives
Ability to convey information clearly and effectively, both verbally and in writing
Responds to customer queries professionally and promptly
Handles customer complaints with empathy and professionalism
Builds rapport with store and clinic teams
Commitment to accuracy, consistency, and high standards of work
Actively seeks to reduce discrepancies and improve operational accuracy
Proficient in Microsoft Office (Word, Excel, Outlook). Computer Skills (SAP), Mathematics, Administration, and Customer Service
Special conditions of employment:
Retail-based role requiring in-store presence
Shift work aligned to store trading hours
The role requires the ability to manage high‑volume customer interaction and frequent task switching during peak trading periods
South African citizen
MIE, no criminal record and clear credit rating
Driver's license and own reliable transport
Remuneration and benefits
Market related salary
Medical aid
Provident fund
Staff account
Closing Date 20 July 2026