CUSTOMER CARE SPECIALIST

Job description

Job Purpose: Process Customer feedbacks and assure compplaint solving process is in place and in accordance to the local regulations, Managing Customer Care systems & processes in the market (-s), Proactive cooperation with key function specialists to build strong relations with Customers, Proactive cooperation with Market Brand Leaders to sustain Brand objectives and increase sales, Active communication with Marketing & PR areas to ensure high Brand image among the market, Constant pursue towards Operational Excellence by being up-to-date with the market trends & technologies. Our promise: To be a partner of a fast-developing organization (member of international group); A unique culture of openness and customer focus; Cooperation with strong, international team & brands; Accelerated professional and personal development driven by meaningful challenges. Responsibilities: Provides support for Customer Engagement Platform users and ensures consistent and professional responses to the Customers on the market (-s). Provides proper Customer Care & Complaint solving knowledge to the market (-s) users both OPS and RST. Cooperates with key functions market (-s) specialists/leaders to boost OSAT results within the market (-s). Pursues Operational Excellence by being up-to-date with the market trends & technologies. Ensures Customer Care reporting for all the market (-s)/brands in a specified matter and time frames. Executes high operating service standards across brands in the market by active knowledge exchange & best practice sharing. Assures standard in communication forms between Brands and Customers among the market (-s). Actively cooperates with key functions Departments to assure Company image is kept in a desired way and scope. Maintains, Monitors and executes Customer Engagement and other feedback platforms processes on the market (-s), ensures availability of proper funcationalities and supports process alignment in AmRest Provides proper knowledge to the market (-s) users both OPS and RST in regards to proper and efficient work with feedback platforms. Cooperates with key business partners: Market OPS Leaders/HR/Marketing/Digital/IT for best practice sharing to boost OSAT results within the market (-s). Provides support in project communication and execution Ensures actionable Customer Care reporting for all the market (-s)/brands within scope of responsibility Provides efficient information flow/rhythm between Customer Care and Operations to ensure timely communication and minimize distractions. Applies prudent mindset in managing budgets and resources. Proactively looks for functional best practices, spreads knowledge, experience, findings and provides constructive inputs to support the superior in creation and roll-out of the departmental strategy/agenda. Is an example of high performer properly impacting department goals and strategy. Your skills and education: Bachelor’s Degree (if marketing is a plus) Experience on a similar position 2+ years Fluent in romanian, english and french Microsoft office package at an advanced level Commitment to exceed customer expectations Good communication skills Positive energy.