Consumer Care Specialist at FrieslandCampina WAMCO

Rekrut Consulting - Our client, FrieslandCampina WAMCO, is a leading FMCG company committed to delivering exceptional consumer experiences.

They are recruiting to fill the position below:

Job Title: Consumer Care Specialist

Location: Ikeja, Lagos
Employment Type: Full-time

Job Description

We seek a highly skilled and customer-focused Consumer Care Specialist to join our team.
The Consumer Care Specialist will provide exceptional support to customers via various channels (phone, email, social media, chat), resolving inquiries, addressing concerns, and promoting company products/services.

Key Responsibilities
Effective Management of Contact Centre:

Assured service level for consumers by handling all incoming queries or complaints in a timely and professional manner: taking calls, registering, handling nonsensitive cases, aggregating consumer feedback and making recommendations to functional heads, reporting and follow up with calls.

Complaint Management:

Handle the escalated high risk; high profile consumer contacts e.g. complaints that need to be escalated to cross functional team – legal or corporate affairs. Handle sensitive consumer complaints including appropriate alignment with quality Assurance within the designated turnaround times and support special situations such as product recalls or negative media publicity.

Product Retrieval:

Ensure timely retrieval for the consumer in line with SOP
Manage Information Flow:
Build data base of callers for the purpose of brand support, promotion drive etc. through outbound call.
Decide and propose product replacements to complainants.
Facilitate immediate analysis of retrieved sample in accordance to SOP
Give feedback to the consumer, follow through and close.

Requirements