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RRP Consumer Care Specialist

hace 3 meses

Madrid, Madrid, España JTI A tiempo completo

At JTI, we embrace diversity and foster an environment where everyone feels included. With 46,000 individuals from various backgrounds, we are constantly crafting our unique success narratives. 83% of our workforce expresses satisfaction in their roles at JTI.

To contribute meaningfully, all you need to do is bring your best self.

Position Overview:

As a Consumer Care Coordinator for RRP Iberia, you will be instrumental in supporting the Consumer Care Manager and ensuring exceptional service delivery to our clientele.

Key Responsibilities:

  • Support and Coordination: Assist the RRP Iberia Consumer Care Manager in formulating and implementing Consumer Care strategies that align with budgetary and quality benchmarks.
  • Complex Case Management: Address intricate cases and unique complaints that cannot be resolved by our partners, overseeing troubleshooting and replacement protocols for devices.
  • Daily Partner Coordination: Oversee daily operations with Consumer Care partners, ensuring consistent communication and alignment with local and headquarters support teams, as well as local management.
  • Standards and Procedures: Guarantee that all Consumer Care services and activities adhere to market standards and comply with company policies.
  • Feedback Management: Manage the Consumer Feedback Management system, ensuring that feedback is accurately recorded, categorized, and followed up on. Escalate unique complaints to relevant parties and coordinate the return process for product samples.

Main Areas of Responsibility:

  • Collaborate with the RRP Iberia Consumer Care Manager to develop and execute Consumer Care plans that meet financial targets and deliver high-quality outcomes.
  • Address and resolve escalated issues that cannot be managed by suppliers, including handling special complaints. Ensure effective troubleshooting and replacement processes for defective devices.
  • Supervise daily interactions with Consumer Care partners, maintaining clear communication and alignment with all stakeholders (local and HQ support teams, GCC, HQ Brand Group, local management). Ensure compliance with market standards and company protocols.
  • Oversee the Consumer Feedback Management system, ensuring all feedback is properly documented and categorized. Coordinate follow-up actions for complaints needing investigation and escalate unique complaints to the appropriate stakeholders. Manage the return and sorting of complaint product samples.

Qualifications:

  • Bachelor's Degree
  • Minimum of 2 years of relevant experience in a similar capacity, preferably in FMCG marketing or customer experience
  • Fluency in Spanish and English (C1) is essential; knowledge of Portuguese is a plus
  • Advanced computer skills are required
  • Ability to work independently with strong analytical and presentation capabilities
  • Effective stakeholder management skills and meticulous attention to detail
  • Exceptional organizational abilities and capacity to collaborate effectively in teams
  • Proficiency with technology and a cooperative approach to tasks

Recruitment Process:

We appreciate your interest in this role. You are encouraged to submit your application.

Next Steps:

If selected, you can expect the following steps within a few weeks of the job posting closure: Initial phone screening with Talent Acquisition > Assessment tests > Interviews > Offer. Each stage is eliminatory and may vary based on the role type.

At JTI, we are committed to fostering a diverse and inclusive workplace. As an equal-opportunity employer, we welcome candidates from all backgrounds. We are dedicated to providing reasonable accommodations to applicants with special needs. If you require any adjustments, please inform the Talent Advisor during the selection process.