Consumer Affairs Specialist

hace 2 semanas

Gustavo Adolfo Madero, Ciudad de México Colgate-Palmolive A tiempo completo
Ningún apoyo económico por reubicación
Del.
Miguel Hidalgo, Ciudad de Mexico, México

Position


To facilitate the consumer experience for all Colgate-Palmolive brands across primary service channels including contact center, website, and social media by ensuring that all consumer and contact-center facing information is accurate, clear and concise and the consumer contacts are handled.

Also responsible for providing the operational leadership to the Community Management operation, which is under the same contact center infrastructure.

In addition, monitors data daily to support our quality initiatives, to ensure regulatory compliance (pharmaco/cosmetovigilance) and protect and enhance our company reputation to win profitable, long-term consumer relationships.

Moreover, as the "voice of the consumer" this position supports processes to communicate consumer reality that ultimately turn into a competitive advantage to Colgate brands.


Responsabilidades principales

  • Garantiza la excelencia operativa diaria del centro de contacto local y la entrega de todos los KPI de rendimiento y servicio;
  • Administrar las redes sociales y los aspectos digitales de la operación, incluida la escucha social, la gestión de la comunidad y las calificaciones y reseñas de los consumidores.
  • Asociarse con el equipo de Asuntos del Consumidor Global para realizar verificaciones de cumplimiento de las operaciones de los proveedores para garantizar que estén dentro de los estándares globales y las mejores prácticas
  • Brindar capacitación y aprendizaje de gestión de problemas clave al proveedor
  • Mantener contacto directo con el proveedor y garantizar el cumplimiento
Asóciese con el proveedor para probar e implementar nuevas capacidades de Asuntos del Consumidor y proporcionar comentarios Resalte los problemas comerciales emergentes, incluidas las redes sociales, y recomiende planes de acción para abordarlos

  • Responsable de garantizar que todos los contactos con los consumidores se manejen y completen, incluida la investigación y resolución de casos de responsabilidad por productos defectuosos. Esto incluye la gestión de la red del "Designado de Asuntos del Consumidor" y/o las casas de cumplimiento involucradas en el proceso de retiro/reemplazo del producto;
  • Calidad general directa de las comunicaciones departamentales con el consumidor. Esto incluye el control de la calidad del correo, el correo electrónico, las redes sociales, los SMS y las respuestas telefónicas para determinar la eficacia, y la identificación y optimización de los procesos de formación interna para maximizar la eficacia de los representantes de servicio.
Lidera iniciativas de Satisfacción del Consumidor así como planes de acción basados en los hallazgos; Establece una estrecha relación con el formador del Proveedor

  • Responsable de mantener los archivos de capacitación mantenidos con precisión, actualizados de acuerdo con los requisitos de capacitación apropiados
Asegúrese de que se cumplan todas las políticas de la empresa relacionadas con la protección del consumidor (es decir, la política de privacidad) Manténgase actualizado sobre las tendencias actuales de consumidores y compradores a través de membresías profesionales, evaluaciones comparativas y capacitación

Requisitos de educación, experiência y habilidades

Los requisitos básicos incluyen:
(nota, estos son requisitos no negociables para el trabajo y no se pueden cambiar después de calificar/publicar)

  • Licenciatura en Negocios o carreras afines
  • Idiomas: Inglés fluido, Español intermedio
  • Se requiere experiência en gestión de proveedores
Se requiere experiência en la gestión de KPI en el entorno de servicio al consumidor/CCA Conocimiento y familiaridad con los diferentes canales de servicio (redes sociales, reclamo aquí, chat web, calificaciones y reseñas)

Empleador con Igualdad de Oportunidades

¿Estás interesado en trabajar para Colgate Palmolive?

Puedes presentar tu solicitud en línea y adjuntar todos los documentos relevantes, como una carta de presentación o un currículo.

Las solicitudes que se reciban por medio de correo electrónico no serán consideradas en el proceso de selección. Conviértete en parte de nuestro equipo. Esperamos recibir tu solicitud pronto.


Colgate-Palmolive es una compañía líder mundial de productos de consumo, fuertemente enfocada en el cuidado bucal, cuidado personal, cuidado del hogar y nutrición de mascotas.

Colgate vende sus productos en más de 200 países y territorios en todo el mundo bajo reconocidas marcas tales como Colgate, Palmolive, elmex, Tom's of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline y Suavitel, así como Hill's Science Diet y Hill's Prescription Diet.

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