Selecting tools and integrating them with local and global systems
Creating consumer service processes and procedures in all channels
Stipulating and controlling the execution SLAs
Preparing templates of answers, drawing up conversation scenarios, training materials, and guidelines for consultants
Developing reporting forms and templates
Implementing consumer care projects and monitoring incoming requests on a regular basis
Coordinating communication and processes between local and global JTI departments
Analyzing and implementing improvements on a constant basis to ensure the highest quality of service and respond to consumers expectations
Looking for new tools and mechanisms to facilitate current activities
Monitoring Voice of Consumer on an ongoing basis in order to verify the level of consumers satisfaction
Cooperates with Brand Managers,Consumer Activation, Commercial Planning department on a constant basis and with global units responsible for consumer service
Verifies new policies and guidelines as well as adopts and implements them
Wymagania
Higher education, preferred courses: economics, management, marketing, or related courses
Minimum 2-3 years experience in FMCG, preferably in managing projects related to consumer service or marketing
Fluent English
MS Excel, MS PowerPoint, MS Word – advanced level
Knowledge of MS Project and Access will be an asset
Oferujemy
Full-time employment contract
Professional onboarding during your first months at JTI
Individual approach to your development plan including certified trainings organized by both external and internal trainers
Opportunity to work in open atmosphere in modern office in a group of team-players
Attractive package of benefits, including among others: private healthcare, sport-card, life insurance, pension plan (when you are here, check our cafeteria system!)
