Consumer Care Coordinator

Há 5 dias

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

Role Summary:

Support and Coordination: Assist the Consumer Care Manager in developing and executing Consumer Care plans, ensuring they align with budget and quality standards.

Escalated 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.

Main Responsibilities:

Collaborate with the Consumer Care Manager: Create and implement Consumer Care plans that meet budgetary goals and deliver high-quality results.

Escalated Issue Handling: Resolve escalated issues that suppliers cannot address, including special complaint handling. Ensure efficient troubleshooting and replacement processes for defective devices.

Consumer Care Partner Management: Supervise daily operations with Consumer Care partners, maintaining consistent communication and alignment with all involved parties (local and HQ support functions, GCC, HQ Brand Group, local management). Ensure all Consumer Care services and activities comply with market standards and company procedures.

Consumer Feedback Management: Manage the Consumer Feedback Management platform, ensuring all feedback is accurately recorded and categorized. Coordinate follow-up actions for complaints requiring investigation and escalate special complaints to relevant stakeholders. Oversee the return and sorting process for complaint product samples.

Requirements:

Education: University Degree

Experience: 2 years of relevant experience in a similar role, ideally in FMCG marketing/customer experience

Languages: Fluency in Portuguese and English (C1) required - knowledge of Spanish is an additional advantage

Skills: Proficiency in computer skills at an advanced level required. Independent and autonomous work style with strong analytical and presentation skills. Effective stakeholder management and attention to detail. Exceptional organizational skills and ability to work well in teams. Proficiency with technology and a collaborative approach to tasks.

At JTI: We celebrate differences and believe everyone truly belongs. If selected, please anticipate the following 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.

Equal Opportunities Employer: We strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.

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