RRP Consumer Care Associate Portugal

at  JTI Japan Tobacco International

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.
To make a difference with us, all you need to do is bring your human best.
What will your story be? Apply now!
Learn more: jti.com

REQUIREMENTS

• University Degree
• 2 years of relevant experience in a similar role, ideally in FMCG marketing/customer experience
• Fluency in Portuguese and English (C1) required - knowledge of Spanish is an additional advantage
• Proficiency in computer skills at an advanced level required
• Independent and autonomous work style with strong analytical and presentation skills
• Effective stakeholder management and attention to detail
• Exceptional organizational skills and ability to work well in teams
• Proficiency with technology and a collaborative approach to tasks

• Support and Coordination: Assist the RRP Iberia Consumer Care (CC) Manager in developing and executing Consumer Care plans, ensuring they align with budget and quality standards.
• Escalated Case Management: Handle complex cases and special complaints that cannot be resolved by our suppliers, overseeing device troubleshooting and replacement processes.
• Daily Partner Coordination: Manage day-to-day activities with Consumer Care partners, maintaining regular contact and alignment with local and HQ support functions, GCC, HQ Brand Group, and local management.
• Standards and Procedures: Ensure all Consumer Care services and activities meet market standards and adhere to company processes and procedures.
• Feedback Management: Oversee the Consumer Feedback Management platform, ensuring feedback is properly registered, classified, and followed up on. Escalate special complaints to relevant stakeholders and coordinate the return process for complaint product samples.