Consumer Care Coordinator

hace 7 días

Madrid Centro, Madrid, España JTI A tiempo completo

About JTI

JTI is a global leader in the tobacco industry, with a presence in over 130 countries. We celebrate diversity and believe that everyone belongs. Our company is built on a foundation of innovation, quality, and customer satisfaction.

Job Summary

We are seeking a highly skilled Consumer Care Coordinator to join our team in RRP Iberia. As a key member of our Consumer Care team, you will play a crucial role in delivering exceptional customer service and driving process excellence.

Key Responsibilities

  • Support and Coordination
    • Assist the RRP Iberia 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.

Main Areas of Responsibility

  • Collaborate with the RRP Iberia Consumer Care Manager to create and implement Consumer Care plans that meet budgetary goals and deliver high-quality results.
  • Handle and resolve escalated issues that suppliers cannot address, including special complaint handling. Ensure efficient troubleshooting and replacement processes for defective devices.
  • 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.
  • 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

  • University Degree
  • 2 years of relevant experience in a similar role, ideally in FMCG marketing / customer experience
  • Fluency in Spanish and English (C1) required - knowledge of Portuguese 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
  • Proficiency with technology and a collaborative approach to tasks

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