Customer Care - B

MISSION

The role is responsible for performing customer care operations in alignment with established policies, procedures, and standards. This involves effectively undertaking customer inquiries, clarifications, or complaints regarding product quality faults, drafting preset documents for addressing common issues, while escalating complex quality matters for technical diagnosis to relevant teams and departments. Further, the role requires verifying contractual warranties, guiding customers through warranty claim process, and performing returns, gifting and refunds processes. Finally, the role entails applying upselling techniques, documenting customer interaction during the entire process, and keeping track of KPIs and metrics related to customer care operations, preparing reports for management.

MAIN RESPONSIBILITIES

1. Undertakes customer inquiries, clarifications, or complaints regarding quality faults of food products, accessories, and coffee machines (e.g., packaging defects, aesthetics, taste/organoleptic, product usage/consumption) and promptly provides a response whenever feasible;
2. Works closely with relevant internal and cross-functional teams (e.g., Technical departments, Legal & Corporate Affairs) in drafting structured documents aimed at responding directly to customer inquiries, clarifications, or complaints regarding quality faults (e.g., Q&A, ad hoc responses, position papers, etc.);
3. Initiates an escalation procedure by conveying requests pertaining to complex quality defects requiring technical diagnosis to the Quality Manager and relevant technical departments (Technical Service, R&D, Operations Quality, Supplier Quality Departments, Logistics, etc.);
4. Conveys appropriate feedback following the technical diagnosis conducted by the Quality Manager and relevant technical departments;
5. Examines existing contract and warranty coverage, providing information on the terms and conditions of product warranties and guiding customers through the warranty claim process, including routine troubleshooting and returning defective products;
6. Works with relevant teams and departments (e.g., Sales, Marketing) for executing sample returns and gifting / refund of food products and coffee machines;
7. Accurately collects and records customer inquiry /clarification or complaint about quality faults in the CRM, along with relative issue resolution and customer feedback;
8. Applies upselling techniques according to established policies, identifying opportunities to recommend additional products that align with customer needs and preferences for the contract and sales pipeline;
9. Ensures compliance with relevant laws and regulations, respecting consumer rights and ensuring the privacy and security of customers' information and personal data;
10. Keeps track of KPIs and metrics related to customer care management (e.g., response time, problem resolution rates, customer satisfaction), and prepares reports for management.

GENERAL SKILLS

TECHNICAL COMPETENCIES

BUDGET / PEOPLE RESONSIBILITIES