Title:  Consumer Care Coordinator

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

 
Consumer Care Coordinator

What this position is about - Purpose: 

Consumer Care Coordinator is responsible for preparing and then coordinating consumer service processes as well as general matters, to ensure the highest quality of handling consumers' requests, taking into consideration various communication channels and touchpoints (e.g. helpline, e-mail, chat, etc.)

What will you do - Responsibilities:

• Selecting tools and integrating them with local and global systems
• Creating consumer service processes and procedures in all channels
• Stipulating and controlling the execution SLAs
• Preparing templates of answers, drawing up conversation scenarios, training materials, and guidelines for consultants
• Developing reporting forms and templates
• Implementing consumer care projects and monitoring incoming requests on a regular basis
• Coordinating communication and processes between local and global JTI departments
• Analyzing and implementing improvements on a constant basis to ensure the highest quality of service and respond to consumers' expectations
• Looking for new tools and mechanisms to facilitate current activities
• Monitoring Voice of Consumer on an ongoing basis in order to verify the level of consumers' satisfaction
• Cooperates with Brand Managers,Consumer Activation, Commercial Planning department on a constant basis and with global units responsible for consumer service
• Verifies new policies and guidelines as well as adopts and implements them 

Who are we looking for - Requirements:  

• Higher education, preferred courses: economics, management, marketing, or related courses
• Minimum 2-3 years' experience in FMCG, preferably in managing projects related to consumer service or marketing
• Fluent English    
• MS Excel, MS PowerPoint, MS Word – advanced level
• Knowledge of MS Project and Access will be an asset

What to Expect:

• Full-time employment contract
• Professional onboarding during your first months at JTI
• Individual approach to your development plan including certified trainings organized by both external and internal trainers
• Opportunity to work in open atmosphere in modern office in a group of team-players
• Attractive package of benefits, including among others: private healthcare, sport-card, life insurance, pension plan (when you are here, check our cafeteria system!)
• Work in a 50/50 hybrid system model

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 Talent Advisor > 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.

If you decide to participate in this recruitment, the administrator of your data will be JTI Polska sp.z o.o. with headquarters in Stary Gostków. Your data will be processed only to support the recruitment process in which you participate. Detailed information on the processing of your data here.

Procedure on internal breaches reporting and follow–up procedure for JTI Polska regulating the rules for whistleblowers reporting is available at https://do.jti.pl/sygnalisci.pdf.