About the Job – Consumer Quality – Bisleri Kolkata West Bengal
KEY RESPONSIBILITIES
Initial contact with dissatisfied customers to understand concerns, with the aim to resolve the complaint on first contact.
Where conclusions cannot be reached over the phone on first contact, you will be required to conduct a full and thorough complaint investigation.
Handling each customer complaint through understanding the complaints.
Liaising with key stakeholders, including sales, logistics, production and quality teams, making recommendations for fair, impartial decisions to refute or uphold the customer complaint, in line with enact policies.
Identify root causes of customer complaints with help of respective quality teams.
Ensure complaints are addressed promptly and proactively in accordance with enacts procedures whilst maintaining a customer focused approach.
The ability to write an excellent standard of letter, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.
Work closely with the Customer Relations Manager
Completing quality assurance reviews for complaint handlers, providing feedback and actions for improvement.
To be a champion of delivering an exceptional customer experience, providing feedback to the reporting manager where changes are needed to make positive improvements for our customers.
Visiting and auditing distributors for ensuring adequate product quality. To educate and train the distributors for good storage practices and mandate regulatory compliance, also empty jar handling and transport.
To understand misuse of jars in distribution channel (Distributors and retailers)
In order to ensure brand integrity, strict vigilance in the market for duplication and non standard practices. Escalation with detailed investigation report.
COMPETENCY AND SKILLS:
Minimum graduation in science/Food technology.
Minimum 2-4 years of experience in beverage industry
