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RRP Consumer Care Specialist

hace 2 meses

Madrid, Madrid, España JTI A tiempo completo

At JTI, we embrace diversity and foster an environment where everyone feels valued. With a global workforce of 46,000 individuals, we are continuously crafting our unique success narratives. 83% of our employees report satisfaction in their roles at JTI.

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

Position Overview:

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

Key Responsibilities:

Support and Coordination: Aid the RRP Iberia Consumer Care (CC) Manager in formulating and implementing Consumer Care strategies that align with budgetary and quality benchmarks. Escalated Case Management: Address intricate cases and unique complaints that our suppliers cannot resolve, overseeing the processes for device troubleshooting and replacements. Daily Partner Coordination: Supervise daily operations with Consumer Care partners, ensuring consistent communication 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 comply with market standards and adhere to corporate processes and procedures. Feedback Management: Oversee the Consumer Feedback Management platform, ensuring feedback is accurately recorded, categorized, and followed up on. Escalate unique complaints to relevant stakeholders and manage the return process for complaint product samples.

Main Areas of Responsibility:

Collaborate with the RRP Iberia Consumer Care (CC) Manager to develop and execute Consumer Care strategies that meet financial objectives and deliver high-quality outcomes. Address and resolve escalated issues that suppliers are unable to manage, including specialized complaint handling. Ensure effective troubleshooting and replacement processes for defective devices. Oversee daily operations with Consumer Care partners, maintaining ongoing 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 adhere to market standards and corporate procedures. Manage the Consumer Feedback Management platform, ensuring all feedback is accurately documented and categorized. Coordinate follow-up actions for complaints requiring investigation and escalate unique complaints to relevant stakeholders. Supervise the return and sorting process for complaint product samples.

Qualifications:

University Degree Minimum of 2 years of relevant experience in a similar capacity, preferably in FMCG marketing/customer experience Proficiency 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 Excellent organizational skills and a collaborative approach to teamwork Technologically proficient with a cooperative work style

Recruitment Process:

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

Are you prepared to contribute to our success? Build your career at JTI.

Next Steps:

After submitting your application, if selected, please expect the following within a few weeks of the job posting closure: Phone screening with Talent Acquisition > Assessment tests > Interviews > Offer. Each step 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.