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(Junior) Consumer Relations Specialist - Social Media & eCommerce, Hygiene

Warszawa, Poland 

Competitive Salary & excellent benefits package 

 

As a Consumer Relation Specialist, your purpose will be to monitor e-Commerce and Social Media for ensuring positive consumer experience with RB products shared on those channels are captured, addressed and solved in a timely and effective manner. This contains managing all consumer contacts to drive positive consumer experience and engagement, brand building and consumer advocacy, insights and business growth, efficiency and compliance, protect reputational brand (contain) addressing consumers contacts in effective manner and create competitive advantage (delight) exceeding consumers expectations. Moreover, you will be responsible for investigating & resolving product liability allegations, and for identifying and reporting trends that may negatively affect the brands.

 

Responsibilities:
Consumer experience & engagement 

  • Monitor channels and consumer interaction/feedback, including proper responses and solutions to consumers, SLAs accomplished and fulfilled
  • Adequate community management enabling improvement of RB reputation and consumer satisfaction
  • Propose and/or create articles whenever needed to update existing knowledge base content
  • Insights and business growth 

Identify trends and root cause of problems within a limited remit of contacts

  • Support on the development or the amendment of local SOP’s and work instructions whenever needed
  • Build Ad-Hoc reports whenever required by other interface areas
  • Work closely with cross-functional teams including legal, quality, R&D when investigating consumer claims or responding to consumers on specific issues ensures fair and equitable settlement of demands for restitution from consumers that arise as a result of loss or damage
  • Re-evaluate and resolve escalated claims
  • Handle special projects as required by CR Manager

Efficiency and compliance within the external BPO team

  • Follow Review daily reports including contacts registered in the previous business day for ensuring data integrity
  • Support to local Quality audits whenever required
  • Secure adherence of internal policies and procedures as well as external regulations, such as consumer law, Pharmacovigilance, Cosmetovigilance and data privacy law

Requirements:

  • Minimum 1-2 years of experience in the area of Consumer Care/Consumer Relations/Consumer Insights services or activities, or Communication, PR, Marketing
  • Experience with handling Social Media and eCommerce contacts desirable
  • Effective diplomatic written skills
  • Strong interpersonal and organizational skills
  • Experienced in effective communication with both consumers and internal colleagues
  • Presenting personal attributes like being committed, responsible and trustful challenger, who is resilient but keeps positive and enthusiastic without losing focus on what’s important
  • Bachelor's degree in Communications, PR or business-related field
  • Fluent English & Polish is a must have

 

In return, RB offers very competitive salaries with excellent benefits and the chance to progress your career within a truly global organisation. RB is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other basis protected by appropriate law. All hiring decisions are made based on merit, competence and business need.


Job Segment: Pharmacovigilance, Healthcare

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