Consumer Service Process Manager

5 dni temu


Warszawa, Mazovia, Polska JTI Pełny etat
About the Role

We are seeking a highly skilled Consumer Care Coordinator to join our team at JTI. As a key member of our consumer service department, you will be responsible for preparing and coordinating consumer service processes to ensure exceptional service delivery across various channels.

Your Key Responsibilities

  1. Develop and implement consumer service processes and procedures
  2. Establish and monitor SLAs to ensure high-quality service delivery
  3. Create templates for answers, conversation scenarios, and training materials
  4. Design reporting forms and templates to track consumer interactions
  5. Implement consumer care projects and regularly review incoming requests
  6. Coordinate communication and processes between local and global JTI departments
  7. Conduct regular analysis and implement improvements to enhance service quality
  8. Research and identify new tools and mechanisms to streamline current activities
  9. Monitor Voice of Consumer to verify satisfaction levels
  10. Collaborate with cross-functional teams to drive business objectives

Requirements

  • Higher education in relevant fields
  • 2-3 years' experience in FMCG, preferably in consumer service or marketing
  • Advanced level skills in Microsoft Office suite
  • Familiarity with project management tools is an asset

Benefits

  • Professional onboarding and development opportunities
  • Individualized career growth plans
  • Modern office environment and collaborative workspace
  • Comprehensive benefits package including private healthcare, sports card, life insurance, and pension plan
  • Hybrid work model with flexibility


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