Consumer Relations Representative Temporary at RB

AS A CONSUMER RELATIONS REPRESENTATIVE
You will represent the company in all consumer interactions. You will encourage and practice a culture of high quality service and continuous improvement within Consumer Relations.

Through positive relationships with our consumers you will:

• Advance and protect our corporate and brand reputation
• Mitigate risks from consumer complaints
• Support the business in driving and upholding vigilance (across RB products)
• Alert team on key/trending issues

SUMMARY OF RESPONSIBILITIES

• Log all relevant consumer feedback in RB CRM (consumer relationship management) system.
• Maintaining CRM system data integrity. This role needs to retrieve product information while simultaneously entering data, accurately coding the contact at the same time interacting with the consumer and offering them a solution.
• Recognise and report unusual, sensitive and potentially damaging situations ASAP.
• Varied administrative duties: fulfilment, monitor AE reporting, co-ordinate QA returns.
• Working hand in hand with quality teams, manufacturing sites and making sure this is done in a timely manner.
• Update all SOP's following the global guidelines which can be found on our global CR portal, with implementation of AE SOP, All SOP's need to be delivered to CPM with process and guidelines how we want CPM to deliver.
• Work closely with our Barcelona Contact Centre on product returns, replacement product, AE's, Vouchers etc.
• Analyse product complaints to identify the issues with greatest impact on the consumer experience and drive product improvement to resolve these issues.
• Monthly Executive summary to be delivered by 8th of each month.
• Be able to work with a minimum of supervision while adhering to RB guidelines and SOP's.

KEY CHALLENGES:

• Handling difficult consumers
• Having adequate product information
• Accurate recording of data
• Monthly reporting

PROFESSIONAL QUALIFICATIONS / EXPERIENCE

• Experience in the following are preferable
• High volume telephone-based customer service
• Dealing with complex dispute resolution
• FMCG experience
• The business language in RB is English, therefore fluency in English is essential
• Effective multi-tasking skills and strong keyboarding and data entry skills
• Strong verbal and written communication skills
• Good organisation and time management skills
• Able to work in a team environment
• Empathetic manner
• Positive outlook