Consumer Care Specialist

hace 4 semanas

Barcelona, Barcelona, España Affinity Petcare Sa A tiempo completo
Job Title: Consumer Care Analyst

We are seeking a highly skilled Consumer Care Analyst to join our team. As a key member of our Consumer Care team, you will play a vital role in optimizing our consumer care processes through automation, data analysis, and a deep understanding of consumer needs.

Key Responsibilities:
  • Monitor key KPIs daily, identify anomalies, and ensure data accuracy and classification integrity.
  • Contribute to Consumer Care Process Improvement proposals and document new designed processes.
  • Provide training to external agents, coordinators, and internal supporters as required.
  • Manage and document bugs or new processes in our ticketing tool Jira, following up on their resolution or implementation.
  • Ensure the external team is equipped with accurate, up-to-date information for direct consumer responses, and keep the knowledge base current.
  • Generate periodic reports and maintain ongoing communication with external coordinators, agents, internal teams, and other stakeholders.
  • Collaborate effectively with teams across the organization (especially IT) to identify and address consumer needs.
Requirements:
  • At least 2 years of working in a consumer data analyst role or similar.
  • Proficiency in data analysis tools and CRM software.
  • Analytical skills with attention to detail and ability to work independently and as part of a team.
  • Proactive, client-oriented, analytical/IT/Business mindset and process-oriented.
  • High organizational and relational skills.
  • Proactivity, energy, and adaptability to change.
  • Autonomy, flexibility, and empathy.
  • Desirable knowledge of PowerBI, Tableau, SAP Analytics, QlikView, or Looker, and experience with a CRM, desirable with Salesforce.
  • Fluent level of English and Spanish.
About Us:

Affinity Petcare is a leading international petfood company dedicated to nourishing healthy bonds between dogs, cats, and people. We are proud of our innovative brands and our commitment to providing equal opportunities for all. Join us in making the world a better place for pets and their owners.

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