Zone Consumer Complaints Specialist at Anheuser-Busch InBev

Job description

Job Purpose:

• To provide complaints trends for the Zone and communicate lessons learnt to the relevant stakeholders to improve service levels
• To be an effective liaison and ensure all complaints are acknowledged in a timely manner and consumers are kept informed throughout the complaint process
• To manage the resolution of consumer complaints, within given timescales
• To be the first point of contact for all severe consumer related issues
• To Liaise with the consumer care service providers on a daily basis and report on the level of consumer complaint resolutions
• To support Zone regions with Consumer complaint reporting system and improvement thereof

Key responsibilities include (but not limited to):

• Develop a strategy for the proactive management of the Zone consumer complaints
• Monitor social media responses to ensure complaints are not escalated out of proportion.
• Liaise and coordinate with Regional Quality Assurance Manager to ensure customers are up to date and outstanding issues are resolved.
• Ensure that consumers and customers alike are updated and informed via their chosen method of communication.
• Support the zone regional teams to ensure effective investigation, decision making and resolution is completed in accordance with the company's Complaint Handling policy and required service levels.
• Provide information to the relevant Key stakeholders to allow them to effectively manage consumer relationships.
• Manage and oversee actions and high profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
• Liaise with and support the operations to ensure they understand and adhere to the companies procedures, providing training and guidance as required.
• Train and coach Zone regional new members and monitor performance
• Build relationships with consumers and customers
• Manage all escalated calls from Careline service providers, but also take the time to go out and visit regions and customers.
• Reimbursement system management

Key attributes and competence requirements:

Experience:

• Have expertise in area of quality or processes in production
• Quality Systems 
• Food Safety
• Minimum 5 years complaints management experience
• Understanding of the manufacturing process skills

Ability to:

• Motivate and manage team
• Proven experience with handling complex complaints
• Good engagement skills
• Communicate well at all levels
• Hold effective team meetings
• Ensure adherence to health and safety policies
• Admirable report drafting skills
• Ability to calm down furious consumers

Attributes:

• A positive attitude with the ability to ensure sustainable results
• Team playery to organise and motivate
• Works well under pressure
• Fast learner and enjoys challenges
• Communicates extremely well – internally and externally

The advert has minimum requirements listed. Management reserves the right to use additional/relevant information as criteria for short-listing. Background checks and references form part application procedure.