RRP Consumer Support Specialist

hace 5 días

Madrid, Madrid, España JTI A tiempo completo

At JTI, we embrace diversity and ensure that everyone feels included. 46,000 individuals from various backgrounds are actively crafting their unique success narratives with us. 83% of our workforce expresses satisfaction in their roles at JTI.

To make a significant impact alongside us, all you need to contribute is your best self.

Position Overview:

Are you enthusiastic about providing outstanding consumer support and enhancing operational efficiency? As a Consumer Care Coordinator for RRP Iberia, you will be instrumental in assisting our Consumer Care Manager and ensuring exemplary service for our clientele.

Key Responsibilities:

  • Support and Coordination: Aid the RRP Iberia Consumer Care Manager in formulating and implementing Consumer Care strategies that align with financial and quality benchmarks.
  • Complex Case Management: Address intricate cases and unique complaints that require escalation beyond our suppliers, overseeing the processes for device troubleshooting and replacements.
  • Daily Partner Coordination: Oversee daily operations with Consumer Care partners, ensuring consistent communication and alignment with local and headquarters support teams, GCC, HQ Brand Group, and local management.
  • Standards and Procedures: Guarantee that all Consumer Care services and operations comply with market standards and adhere to corporate protocols.
  • Feedback Management: Supervise the Consumer Feedback Management system, ensuring feedback is accurately logged, categorized, and followed up on. Escalate significant complaints to the appropriate stakeholders and manage the return process for product samples related to complaints.

Main Areas of Responsibility:

  • Collaborate with the RRP Iberia Consumer Care Manager to design and execute Consumer Care strategies that meet budgetary objectives and deliver superior outcomes.
  • Manage and resolve escalated issues that suppliers are unable to address, including special complaint management. Ensure effective troubleshooting and replacement processes for defective devices.
  • Oversee daily operations with Consumer Care partners, maintaining regular communication and alignment with all relevant parties (local and HQ support teams, GCC, HQ Brand Group, local management). Ensure all Consumer Care services and activities comply with market standards and corporate procedures.
  • Administer the Consumer Feedback Management system, ensuring all feedback is properly recorded and categorized. Coordinate follow-up actions for complaints requiring investigation and escalate significant complaints to relevant stakeholders. Oversee the return and sorting process for 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 skills
  • Effective stakeholder management and meticulous attention to detail
  • Exceptional organizational skills and ability to collaborate effectively within 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, please expect the following steps within a few weeks after the job posting closes: 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 applicants 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.

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