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Consumer Service Executive-103963

Consumer Service Executive-103963

Beijing, CN

Beijing, CN

Pets are our passion, safety is our promise and progress is our pledge. We work smarter, not harder. As a result, we’re widely known as a ‘Best Place to Work’. We make some of the world's most popular and trusted food brands and are committed to advancing the science, health and food products for pets.  

Position Snapshot

Location: Beijing
Company: Nestle Purina Pet Care

A day in the life of Consumer Services Executive

-Responsible for the acceptance of major complaints and the handling of customer complaints through all channels, to ensure the response time and have a high sense of crisis;
-Monitor the handling process of complaints and guide others to complete the daily handling of complaints;
-Assist in the establishment of complaint service standard, suggest, maintain and improve the working standard and mode of complaint team, ensure the standardization and process of complaint work;
-Assist to make service improvement plan and cross-department improvement suggestions for major complaint team, improve customer satisfaction and continuously develop customer value;
-Dig out consumer insight from CS data and transform reporting for internal stakeholders. eg. VOC\ new product tracking;
-Manage & coach the team members on digtial service and reporting, ensure delivery high quality of work.

What will make you successful

1) Minimum 2-years experience in multi channel consumer communication. Expert in data analysis
2) Good command of PPT\EXCEL\VISIO
3) Ability to write email in English - daily email communication
4) Familiar with the operation and business process of call center, familiar with the business process of handling government complaints, with strong insight, good at finding problems and actively solving problems, with good professional quality, proficient in management    principles and methods
5)Have a strong sense of responsibility, adapt to the high intensity of work pressure, integrity

Nestlé is 308,000 employees strong and are driven by the purpose of enhancing the quality of life and contributing to a healthier future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic international working environment with constant opportunities for development. Want to learn more? Visit us at www.nestle.com.

Pets are our passion, safety is our promise and progress is our pledge. We work smarter, not harder. As a result, we’re widely known as a ‘Best Place to Work’. We make some of the world's most popular and trusted food brands and are committed to advancing the science, health and food products for pets.  

Position Snapshot

Location: Beijing
Company: Nestle Purina Pet Care

A day in the life of Consumer Services Executive

-Responsible for the acceptance of major complaints and the handling of customer complaints through all channels, to ensure the response time and have a high sense of crisis;
-Monitor the handling process of complaints and guide others to complete the daily handling of complaints;
-Assist in the establishment of complaint service standard, suggest, maintain and improve the working standard and mode of complaint team, ensure the standardization and process of complaint work;
-Assist to make service improvement plan and cross-department improvement suggestions for major complaint team, improve customer satisfaction and continuously develop customer value;
-Dig out consumer insight from CS data and transform reporting for internal stakeholders. eg. VOC\ new product tracking;
-Manage & coach the team members on digtial service and reporting, ensure delivery high quality of work.

What will make you successful

1) Minimum 2-years experience in multi channel consumer communication. Expert in data analysis
2) Good command of PPT\EXCEL\VISIO
3) Ability to write email in English - daily email communication
4) Familiar with the operation and business process of call center, familiar with the business process of handling government complaints, with strong insight, good at finding problems and actively solving problems, with good professional quality, proficient in management    principles and methods
5)Have a strong sense of responsibility, adapt to the high intensity of work pressure, integrity

Nestlé is 308,000 employees strong and are driven by the purpose of enhancing the quality of life and contributing to a healthier future. With more than CHF 91.4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we'll offer you a dynamic international working environment with constant opportunities for development. Want to learn more? Visit us at www.nestle.com.

Apply now »