Title:  RRP Customer Care Associate Adriatica

RRP Customer Care Associate

Position: We are looking for an energetic team member with a solid track record in Consumer Care and Consumer Experience, who has Consumer Centricity at heart and an agile approach. The ideal candidate understands consumer needs and can create effective communication strategies for addressing complaints and inquiries. In this role, you will implement market Consumer Care activities and assist the Customer Care Manager for Adriatica in planning and developing Consumer Care programs within the marketing funnel.

Responsibilities:

• Collaborate with the RRP Adriatica Consumer Care (CC) Manager to create and implement Consumer Care plans that align with budget and quality standards.
• Handle and resolve complex cases and special complaints that our suppliers are unable to address. Ensure efficient troubleshooting and replacement processes for defective devices.
• Supervise daily operations with Consumer Care partners, maintaining consistent communication and alignment with all involved parties (local and HQ support functions, GCC, HQ Brand Group, local management). Ensure all Consumer Care services and activities align with market standards and company procedures.
• Manage the Consumer Feedback Management platform, ensuring all feedback is accurately recorded and categorized. Coordinate follow-up actions for complaints requiring investigation and raise special complaints to relevant stakeholders. Supervise the return and sorting process for complaint product samples.
• Organize, categorize and document daily activities, prepare report frameworks and reports on daily operations.
• Participate in creation, control and maintenance of Consumer Care knowledge management, Scripts, Quality Assessment, Capacity Management.

Requirements:

• University degree or equivalent experience
• Advanced PC skills (MS Office: Word, Excel, PowerPoint)
• Minimum of 2 years of experience in a role related to Consumer Care, Consumer Service, or Marketing
• Outstanding communication and interpersonal skills; with a high level of cooperation and teamwork
• Ability to work in a dynamic environment and manage multiple tasks
• Highly motivated to meet customer need
• Self-motivated, organized, dedicated, and accountable
• English: Upper-Intermediate (spoken and written); Serbian: native language

Preferred Qualifications:

• Good understanding of Consumer Care tools, processes, and KPIs
• Basic understanding of CRM, e-commerce, and Consumer Care support channels
• Prior experience in creating consumer-focused programs is an advantage

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.