Consumer Care Associate

hace 4 semanas

Madrid, Madrid, España JTI A tiempo completo

About JTI

JTI is a global tobacco and consumer goods company that celebrates diversity and inclusivity. With over 46,000 employees from around the world, we strive to create a unique success story for each individual.

Our Mission

We aim to deliver exceptional consumer care and drive process excellence in our Consumer Care Coordinator role for RRP Iberia. As a key member of our team, you will support our Consumer Care Manager in developing and executing Consumer Care plans that meet budget and quality standards.

Key Responsibilities

  • Support and Coordination: Assist the RRP Iberia Consumer Care Manager in creating and implementing Consumer Care plans that 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. Escalate special complaints to relevant stakeholders and coordinate the return 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

Recruitment Process

Thank you for your interest in the role. If selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.

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