Consumer Care Specialist at FrieslandCampina WAMCO – Rekrut Consulting

Rekrut Consulting – Our client, FrieslandCampina WAMCO, is a leading FMCG company committed to delivering exceptional consumer experiences.

Job Title: Consumer Care Specialist

Location: Ikeja, Lagos

Employment Type: Full-time

Job Description

• We seek a highly skilled and customer-focused Consumer Care Specialist to join our team.
• The Consumer Care Specialist will provide exceptional support to customers via various channels (phone, email, social media, chat), resolving inquiries, addressing concerns, and promoting company products/services.

Key Responsibilities
Effective Management of Contact Centre:

• Assured service level for consumers by handling all incoming queries or complaints in a timely and professional manner: taking calls, registering, handling nonsensitive cases, aggregating consumer feedback and making recommendations to functional heads, reporting and follow up with calls.

Complaint Management:

• Handle the escalated high risk; high profile consumer contacts e.g. complaints that need to be escalated to cross functional team – legal or corporate affairs. Handle sensitive consumer complaints including appropriate alignment with quality Assurance within the designated turnaround times and support special situations such as product recalls or negative media publicity.

Product Retrieval:

• Ensure timely retrieval for the consumer in line with SOP
• Decide and propose product replacements to complainants.
• Facilitate immediate analysis of retrieved sample in accordance to SOP
• Give feedback to the consumer, follow through and close.
• Manage Information Flow:
• Build data base of callers for the purpose of brand support, promotion drive etc. through outbound call.

Requirements

• Bachelor’s degree (BSC) or Higher National Diploma (HND)
• 1-2 years of customer service experience.
• Fluency in the HAUSA language is a must.
• Proficiency in Microsoft Office and customer service software.

Remuneration

• Salary N160,000 – N180,000 (Depending on Experience)
• Additional Benefits: Free daily lunch, 13th month pay and Christmas gifts.

Application Closing Date
31st October, 2024.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.