Consumer Care Specialist
hace 5 días
About JTI
JTI is a global leader in the tobacco industry, with a presence in over 80 countries. We celebrate diversity and believe that everyone belongs. Our company is built on a foundation of trust, respect, and open communication.
Job Summary
We are seeking a highly skilled Consumer Care Specialist 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: Collaborate with the RRP Iberia Consumer Care Manager to develop and execute Consumer Care plans, ensuring alignment 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. Escalate special complaints to relevant stakeholders and coordinate the return process for complaint product samples.
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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