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Senior Consumer Relations Executive

2 weeks ago

Singapore Nestle Full time

**Position Snapshot**:
Location: Changi, Singapore
Company: Nestlé Singapore
Full-time
Diploma
5+ years of experience

**Position Summary**:
Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. A Nestle career empowers you to make an impact locally and globally, as you are provided with the opportunity to make a mark and stand out, as long as you seek it. With Nestle, you are enabled and encouraged to grow not only as professionals, but also as people.

We are looking for a Senior Consumer Relations Executive to manage well all incoming contacts through all channels of contact to help build consumer satisfaction and loyalty.

**A day in the life of...**:

- 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 outsourced team on performance based on SLA (Service Level Agreements)
- 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.
- Professional and quick response in managing consumer feedback/Complaints/Inquiries/Requests from:

- Toll-free line via Malaysia
- Singapore Consumer Services Hotline
- Nestle Singapore website & FB pages
- Internal staff (e.g. staff purchase, sales team)
- 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 liaise with Nestle Malaysia in management of consumer contact via free phone line and websites
- Responsible for ensuring adherence to all company principles and policies
- Responsible for ensuring strict compliance to the CSI - Handling of Consumer Complaint. Managing Nestle Consumer services in their daily operations
- To attend all complaints received via TDCX team within 2 working days with satisfactory closure
- To raise consignment for product replacement locally
- Face to face visit is required for sensitive cases
- Picture taking for product sample and consolidate in powerpoint slides
- Raising of market complaint form and update the Master tracking sheet
- Prepare and submit reports: CS Monthly report/MRQ Report
- Responsible for briefing session with TDCX team on BU campaign, promotion, contest, new product launch, change in recipes or packaging & product knowledge refresher training.
- Liaise with IVIC & TDCX Team on complaints, enquiries received across all channels
- Proactively obtain updates on new products / promotions from the Brand Teams and update IVIC &TDCX
- Close highly sensitive cases for cases requesting for Analysis Findings (AF)
- Consult and liaise with QA/factory for sample analysis on product issues
- Provide training to IVIC team & TDCX

**What will make you successful**:

- Minimum diploma or degree holder preferably in the area of nutrition, Food Science or equivalant.
- At least 5 years working experience in managing consumer communication or consumer services.
- Experience in managing consumer communication or consumer services.
- Experience in digital/social media channels. Ability to emphatise and sense of humility is an added advantage.
- Familiar with Salesforce/Sprinklr

**Benefits**: