Consumer Care Associate

Há 4 dias


Lisboa, Lisboa, Portugal Jti Tempo inteiro
Job Title:

Consumer Care Associate - Portugal Position

Job Summary:

At JTI, we are seeking a Consumer Care Associate to support our Consumer Care Manager in developing and executing Consumer Care plans in Portugal.

Main Responsibilities:
  1. Support and Coordination: Assist the Consumer Care Manager in developing and executing Consumer Care plans, ensuring they align with budget and quality standards.
  2. Escalated Case Management: Handle complex cases and special complaints that cannot be resolved by our suppliers, overseeing device troubleshooting and replacement processes.
  3. 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.
  4. Standards and Procedures: Ensure all Consumer Care services and activities meet market standards and adhere to company processes and procedures.
  5. Feedback Management: Oversee the Consumer Feedback Management platform, ensuring feedback is properly registered, classified, and followed up on.
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

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