Senior Consumer Service Executive

7 days ago

Singapore NESTLE SINGAPORE (PTE) LTD Full time

**Responsibilities**:

- To manage well all incoming contacts through all channels of contact to help build consumer satisfaction and loyalty.
- Representing the consumer within the Company - Channel consumer feedback to internal clients, to address product quality issues or better guide to product development.
- Management of escalated cases - critical cases requiring product retrieval, analysis & communicate results of analysis to consumer verbally or /and written (official letter).
- Responsible to ensure the accurate data entry in ENGAGE system by outsourced team for good tracking of consumer info
- Responsible to ensure all social media cases in Sprinklr system attend and response by outsourced team.
- Managing all escalated inquiries that require BUs /Nutritionist/Regulatory/Corporate Affair feedback.
- Responsible for social media monitoring and to provide early alert to management and businesses on potential threat/crisis issues that may impact the Company and Business.
- Responsible to present Voice of the Consumers to internal clients [ Businesses ] and update business on potential emerging or increasing complaint trends.
- Responsible in providing assistance to Nestle Singapore in management of consumer contact via free phone line and websites (Singapore).
- Responsible for ensuring adherence to all company principles and policies
Responsible for ensuring strict compliance to the CSI - Handling of Consumer Complaint
- Responsible for briefing session with call centre team on BU campaign, promotion, contest, new product launch, change in recipes or packaging & product knowledge refresher training.
- Responsible Weekly for discussion/meeting (WOR) and Monthly Business Review (MOR) with outsourced call centre team.
- Responsible monthly/quarterly on call calibration (voice), review of non-voices cases or case studies with outsourced Consumer Services Team and identify area for improvement.
- Responsible monthly/quarterly on call calibration (voice), review of non-voices cases or case studies with outsourced Consumer Services Team and identify area for improvement.
- Responsible in handling critical issues independantly in the absence of Consumer Relations Manager and Director Communications & Corporate Affairs

**Requirements**:

- At least 3-4 years' working experience, preferably in managing consumer communication or consumer services & sales.
- Experience in managing digital/social media channels or project would be advantageous.

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