CUSTOMER CARE SPECIALIST

Job Purpose:

Process Customer feedbacks and assure compplaint solving process is in place and in accordance to the local regulations,
Managing Customer Care systems & processes in the market (-s),
Proactive cooperation with key function specialists to build strong relations with Customers,
Proactive cooperation with Market Brand Leaders to sustain Brand objectives and increase sales,
Active communication with Marketing & PR areas to ensure high Brand image among the market,
Constant pursue towards Operational Excellence by being up-to-date with the market trends & technologies.

Our promise:

Responsibilities:

• Provides support for Customer Engagement Platform users and ensures consistent and professional responses to the Customers on the market (-s). 
•  Provides proper Customer Care & Complaint solving knowledge to the market (-s) users both OPS and RST. 
• Cooperates with key functions market (-s) specialists/leaders  to boost OSAT results within the market (-s).
• Pursues Operational Excellence by being up-to-date with the market trends & technologies.
• Ensures Customer Care reporting for all the market (-s)/brands in a specified matter and time frames.
• Executes high operating service standards across brands in the market by active knowledge exchange & best practice sharing.
• Assures standard in communication forms between Brands and Customers among the market (-s).
• Actively cooperates with key functions Departments to assure Company image is kept in a desired way and scope.
•  Maintains, Monitors and executes Customer Engagement and other feedback platforms processes on the market (-s), ensures availability of proper funcationalities and supports process alignment in AmRest
•  Provides proper  knowledge to the market (-s) users both OPS and RST in regards to proper and efficient work with feedback platforms. 
• Cooperates with key business partners: Market OPS Leaders/HR/Marketing/Digital/IT for best practice sharing to boost OSAT results within the market (-s).
• Provides support in project communication and execution
• Ensures actionable Customer Care reporting for all the market (-s)/brands within scope of responsibility
• Provides efficient information flow/rhythm between Customer Care and Operations to ensure timely communication and minimize distractions. 
• Applies prudent mindset in managing budgets and resources.
• Proactively looks for functional best practices, spreads knowledge, experience, findings and provides constructive inputs to support the superior in creation and roll-out of the departmental strategy/agenda.
•  Is an example of high performer properly impacting department goals and strategy. 

Your skills and education:

• Bachelor’s Degree (if marketing is a plus)
• Experience on a similar position 2+ years
• Fluent in romanian, english and french 
• Microsoft office package at an advanced level 
• Commitment to exceed customer expectations
• Good communication skills
• Positive energy