Consumer Care Excellence Specialist

1 semana atrás


Lisboa, Lisboa, Portugal Jti - Japan Tobacco International Tempo inteiro

Discover a fulfilling career at JTI, where you'll have the opportunity to make a real difference in the lives of our customers. As a Consumer Care Excellence Specialist, you will be part of a dynamic team dedicated to delivering exceptional consumer care and driving process excellence.

About the Role:

We are seeking an experienced professional to join our Consumer Care team as a Consumer Care Excellence Specialist for RRP Iberia. In this role, you will play a crucial part in supporting our Consumer Care Manager and ensuring top-notch service for our customers.

Main Responsibilities:

  • Support and Coordination: Assist the RRP Iberia Consumer Care (CC) Manager in developing and executing Consumer Care plans that meet budgetary goals and deliver high-quality results.
  • Elevated Case Management: Handle complex cases and special complaints that cannot be resolved by our suppliers, overseeing device troubleshooting and replacement processes.
  • Daily Partner Coordination: Manage day-to-day activities with Consumer Care partners, maintaining regular contact and alignment with local and HQ support functions, GCC, HQ Brand Group, and local management.
  • Standards and Procedures: Ensure all Consumer Care services and activities meet market standards and adhere to company processes and procedures.
  • Feedback Management: Oversee the Consumer Feedback Management platform, ensuring feedback is properly registered, classified, and followed up on. Escalate special complaints to relevant stakeholders and coordinate the return process for complaint product samples.

Requirements:

  • University Degree: A degree in a related field or equivalent experience.
  • Experience: 2 years of relevant experience in a similar role, preferably in FMCG marketing/customer experience.
  • Language Skills: Fluency in Portuguese and English (C1) required; knowledge of Spanish is an asset.
  • Technical Skills: Proficiency in computer skills at an advanced level required.
  • Soft Skills: Independent and autonomous work style with strong analytical and presentation skills, effective stakeholder management, attention to detail, exceptional organizational skills, and ability to work well in teams.

What We Offer:

JTI offers a competitive salary: €35,000 - €45,000 per year, depending on experience. You will also enjoy a range of benefits, including a dynamic work environment, opportunities for growth and development, and a comprehensive compensation package.

Next Steps:

If selected, please anticipate the following steps within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.



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