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Customer Service Coordinator

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Warszawa, Mazovia, Polska JTI Pełny etat
Job Description

About Us

JTI is a company that celebrates diversity and welcomes individuals from all walks of life. With over 46,000 employees worldwide, we strive to create an inclusive work environment where everyone feels valued and empowered to succeed.

As a Consumer Care Coordinator, you will play a crucial role in ensuring the highest quality of service delivery across various communication channels and touchpoints. Your primary responsibility will be to prepare and coordinate consumer service processes, taking into consideration multiple channels such as helplines, emails, chats, and more.

Your Key Responsibilities

  • Select and integrate tools with local and global systems
  • Create consumer service processes and procedures for all channels
  • Establish and monitor SLAs (Service Level Agreements)
  • Develop templates for answers, conversation scenarios, training materials, and guidelines for consultants
  • Design reporting forms and templates
  • Implement consumer care projects and regularly monitor incoming requests
  • Coordinate communication and processes between local and global JTI departments
  • Analyze and implement improvements to ensure exceptional service quality and meet consumer expectations
  • Research new tools and mechanisms to streamline current activities
  • Monitor Voice of Consumer on an ongoing basis to verify satisfaction levels
  • Collaborate with Brand Managers, Consumer Activation, Commercial Planning, and global consumer service units
  • Evaluate and implement new policies and guidelines

What We're Looking For

  • Higher education in fields like economics, management, marketing, or related courses
  • Minimum 2-3 years' experience in FMCG, preferably in managing projects related to consumer service or marketing
  • Advanced level skills in MS Excel, MS PowerPoint, and MS Word
  • Familiarity with MS Project and Access is an asset