Jr Consumer Affairs Manager
3 semanas atrás
Essential Job Functions / Principal Duties and Responsibilities
Lead daily operational excellence of the contact center in order to grant the highest performance and deliver service KPIs, besides ensuring they are within global standards & best practices;Direct overall quality of communications with consumers. This includes reviewing samples of communications received in all touchpoints to determine effectiveness, identify and streamline internal training processes to maximize effectiveness of Service Reps;Create and implement engaging trainings and monitoring the contact center for retention, compliance and reporting on both digital and traditional channels;Responsible for ensuring all consumer contacts are handled and brought to completion, including investigation and resolution of product liability cases. This includes managing the “Consumer Affairs Designee” network and/or fulfillment houses involved in the process of product retrieval/replacement;Act in accordance with Pharmacovigilance procedures, delivering KPIs and ensuring that all contacts received from consumers and the Toxicological Center are timely managed;Develop and Ensure Consumer Affairs Digital Support of new brands and growth initiatives to drive best in class Consumer Experience in all communication channels;Provide and plan for effective Consumer Affairs Digital support, including coordinating tool setup for all Social Media streams, updating social media responses in the brand voice for each initiative and ensure proper handling at the contact center as per latest corporate guidelines;Partner with Brand and IBE teams on specific Brand Voice books and messaging. This will include creating training for consistency, quality control of responses and ensuring differentiation and authenticityKeep up on consumer issues, market activity, competition and products with relevance to C-P businesses, including Social Risk activities and crisis management;Ensure that consumers receive satisfaction surveys, in addition to receiving, analyzing and considering feedback for improvements;Find opportunities to leverage our connection with C-P users to provide insight and information for various business initiatives - i.e. Working with Insights to better understand people's concerns , questions, delights through existing knowledge or eliciting feedback;Ensure that the Data Privacy Policy is complied with in accordance with the LGPD.
Education, Experience, & Skill RequirementsBasic requirements include:Bachelor’s degree in Business or related coursesMBA or Extension courses are differentiatorsLanguages: Fluent in English and Portuguese, Intermediate Spanish (Will be evaluated in the interview)Consumer service (B2C) experience requiredExperience with managing digital channels and social media requiredKnowledge of quality and satisfaction indicators is required
Applied Knowledge and SkillsLeadershipPeople experience orientedStrong attention to detail, ability to bring order to chaotic situationsStrong oral and written communications skills, specially in PortugueseAbility to derive salient needs and information in variety of situationsAbility to conform to deadlines and strong follow throughOrganizational skillsProblem-solvingRelationship buildingTime managementProactive approach to identifying needs and opportunitiesResilience – ability to perform under stressful conditions and bounce backAble to perform well independentlyExperience with Social Media and Ratings & Reviews monitoring toolsAble to create a real connection with the business partners
Distinguishing CharacteristicsThis role requires strong collaboration skills, excellent communication and writing skills, sound judgment and temperament, strong analytical and decision making skills and experience, and the ability to build and maintain relationships across teams, divisions and Globally. The individual filling this role must be able to quickly understand their job responsibilities in detail, sense how those responsibilities fit into the strategy for the team and then for the larger organization. They will then be tasked to take personal ownership to execute against them. They should be naturally curious about people, empathetic, pragmatic, optimistic, able to work cross functionally and deal well under pressure.
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