Consumer Relations Executive

Main Purpose of Job

To manage well all incoming contacts through all channels of contact to help build consumer satisfaction and loyalty.

Ensuring adherence to all company principles and policies (Code Of Ethics, Nestlé policy on Marketing of Breast Milk Substitutes, Nestle Corporate Business Principles)

Key Responsibilities

• To lead CES Department in Nestle Singapore with guidance from Consumer Services Manager & Nestle MY CES Team.
• To manage consumer complaints, queries, feedback, suggestions, and compliments from various contact channels: phone calls, emails, websites, and social media platforms, together with dedicated contact center in Malaysia (TDCX) and external agencies (IVIC, ORO, etcs.) appointed by some Nestle Singapore Business Units.
• To manage and follow up products exchange with consumers for complaints via courier services. Prepare talking points / official letter, align with stakeholders & convey Analysis findings to consumer (verbally or written reply), to mitigate further intense issues and meeting Turn-Around-Time (TAT).
• Responsible for ensuring strict compliance to the CSI - Handling of Consumer Complaint
• To manage adhoc consumer visits to make product complaints physically at the Nestle Singapore office.
• Provide physical support when consumer or authority visit is required in managing product complaints.
• Conduct TDCX weekly review to keep track the status of contact cases and involve in the TDCX monthly business review sessions to review the contact center service performances.
• Involve in Nestle Malaysia CES team weekly and monthly check-in sessions to discuss and highlight important issues.
• Involve in handling product crisis communications management for hyper care product complaints / issues / crisis that impacting the Company and Businesses by proposing solutions (talking points / action plans / precaution steps etc. to the internal stakeholders (Corporate Communications, Legal, Business Unit, Technical & Production Sales, etc.).
• To discuss with Line Manager on guidance to other stakeholders when necessary (non CES related matters such as HR, Sales, other contact center services issue on case-to-case basis).
• Work together with Digital team in initiating social listening to monitor the trend of consumer complaints or feedback in social media and news channels platforms.
• Upcoming plan – initiate and launch new project, together with Digital team in recruiting more Dear Nestle membership to add further value to the Businesses to build and retain consumers' love and loyalty towards Nestle Brands.
• Proactively obtain updates on new product launches, recipe changes, new campaign, promo & contest from the Brand Teams and arrange for briefing with the call centre team
• Evaluate voice and non-voice case handling by outsourced team through Monthly Call Calibrations
• Conduct mystery calls and review written responses given to consumers.
• Responsible to ensure the accurate data entry in ENGAGE system by outsourced team for good tracking of consumer info
• Managing all escalated inquiries that require BUs /Nutritionist/Regulatory/Corporate Affair feedback
• Management of Special situations (Sudden spike in complaints (i.e promotions / delivery issues), Crisis events)
• Reports (To analyse and present Voice of Consumers and potential emerging complaint trends or campaign issues to the relevant internal stakeholders and discuss improvement steps / action plans, To prepare and submit monthly SG CES reports to all Businesses and relevant stakeholders, together with other individual adhoc reports requested by the Businesses, Prepare annual MRQ (Market Review of Quality) complaint trend and deep dive analysis.)

Requirements

• Minimum degree holder preferably in the area of nutrition, Food Science or equivalant.
• At least 2-3 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 critical thinking is an added advantage.