Consumer Care Specialist

Marketing Barcelona, Barcelona

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Description

 
 Your Role
We are looking for a Consumer Service Specialist L2 - French, Spanish & English Speaker that will operate as local support for our French and Spanish market, acting as source of reference for processes and sensitive topics by collaborating at the same time with different internal teams in the company and our external Call Center.
 
What you will do
  • Contact and complaint management:
o Track if complaints are being managed properly.
o Manage some complaints from France, Spain or other countries (English) that are considered sensitive, talking to final consumers (if necessary), with the aim of avoiding potential crisis by providing the best experience to the consumer.
o Assess a crisis situation and recommend What, How and When to act based on experience and knowledge.
o Daily and monthly closing reviews of cases created in France, Spain and other countries to ensure data quality and process compliance.
o Reduce time of answering to consumers in France, Spain and other countries.

  • Develop response guidelines and transfer information to the Call Center:
    • Develop response guidelines for standard situations to ensure consistency and coherence in responses.
    • Nourish with information the system in order to feed the external team suggesting direct answers to consumers (French, Spanish and/or global initiatives)
    • Ensure that the materials available to the call center are relevant and updated
    • Contribute with process improvement proposals.

  • Communication:
    • Communicate & collaborate with external team coordinator, external agents, internal supporters’ team, quality team and other internal stakeholders.
    • Train external agents, external coordinator and internal supporters.
    • Inform the business about consumer feedback and detect trends and opportunities
    • Promote the CCC as a way to increase contacts with consumers, collaborating with Marketing, Digital and eCommerce.

What we are looking for
 
  • Native French and Spanish & high level of English.      
  • At least 5 years of experience in a similar position (L2).
  • Client oriented.
  • Process and detail oriented.
  • Hands-on & flexible.     
  • Curiosity & learning capacity.
  • Creativity and interest in innovative ways of working.
  • High organizational and relational skills.
  • Ability to work in teams and strong communication skills
  • Experience in Excel & PowerPoint.     
  • Proactivity, energy and adaptability to change.
  • Autonomy, flexibility and empathy.

What we offer 
  • The opportunity of making an impact on the business and leaving your footprint. 
  • Working with international experts and experienced professionals to share and learn from.
  • We cultivate an open culture that embraces diversity and inclusion. We believe it is vital to our success as a company and as a team. That’s why we offer equal opportunities for all. 
  • Hybrid working model 
  • Pet friendly office
  • We offer competitive salaries with a number of company benefits 

Our Company
Affinity Petcare is more than an international petfood company. For more than 60 years, we  have been dedicated to nourishing healthy bonds between dogs, cats and people to make the world a better place. 
We are very proud of our innovative brands which include: Ultima, Advance, Brekkies, Nature’s Variety, Nature’s Menu, Natural Trainer, Libra and more. Currently, we are over 1,800 professionals working for this purpose from Barcelona, Paris, Milan, Snetterton and Campinas, as well as 5 production sites through which we supply the 70+ countries where our brands have a presence. 
So, what are you waiting for? Join our team to leave your footprint!

Want to know more about us? 
Follow us on LinkedIn to get the newest updates and job opportunities. You can also follow us on Instagram to learn more about life at Affinity and hear from our team.

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