Global Consumer Care Specialist Portugal
4 semanas atrás
At Japan Tobacco International (JTI), we celebrate diversity and create a workplace where everyone feels valued. As a leading international tobacco company, we strive to provide top-notch services to our customers. In this role as a Global Consumer Care Specialist in Portugal, you will play a key part in delivering exceptional consumer care and driving process excellence.
Key Responsibilities:
- Support the Consumer Care Manager in developing and executing plans that align with quality standards.
- Handle complex cases and special complaints, overseeing device troubleshooting and replacement processes.
- Manage day-to-day activities with Consumer Care partners, maintaining regular contact and alignment with local and HQ support functions.
- Ensure all Consumer Care services and activities meet market standards and adhere to company processes and procedures.
Main Areas of Responsibility:
- Collaborate with the Consumer Care Manager to create and implement plans that meet budgetary goals and deliver high-quality results.
- Handle and resolve escalated issues that suppliers cannot address, including special complaint handling.
- Supervise daily operations with Consumer Care partners, ensuring consistent communication and alignment with all involved parties.
- Manage the Consumer Feedback Management platform, ensuring all feedback is accurately recorded and categorized.
Requirements:
- University Degree
- 2 years of relevant experience in a similar role, ideally in FMCG marketing/customer experience
- Fluency in Portuguese and English (C1) required - knowledge of Spanish is an additional advantage
- 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
Salary Information: The estimated salary for this role is €45,000-€60,000 per annum, depending on experience. This includes a comprehensive benefits package, including health insurance, retirement plan, and paid time off.
About JTI: At JTI, 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.
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