Job Description

Position Snapshot Location: Petaling Jaya, Selangor, MY Company: Nestl Malaysia Full-time Bachelor's Degree 2+ years of experience Position Summary Joining Nestl means you are joining the largest Food and Beverage Company in the world. At our ver Position Snapshot Location: Petaling Jaya, Selangor, MY Company: Nestl Malaysia Full-time Bachelor's Degree 2+ years of experience Position Summary Joining Nestl means you are joining the largest Food and Beverage Company in the world. At our very core, weare a human environment - passionate people driven by the purpose of enhancing the quality of life andcontributing to a healthier future. A Nestle career empowers you to make an impact locally and globally, as youare provided with the opportunity to make a mark and stand out, as long as you seek it. With Nestle, you areenabled and encouraged to grow not only as professionals, but also as people. We are looking for a Consumer Relations Executive to manage well all incoming contacts through all channels of contact to help build consumer satisfaction and loyalty. A day in the life of Consumer Relations Executive... Representing the consumer within the Company - Channel consumer feedback to internal clients, to address product quality issues or better guide to product development. Management of outsourced team on performance based on SLA (Service Level Agreements) Management of escalated cases - critical cases requiring product retrieval, analysis & communicate results of analysis to consumer verbally or /and written (official letter). Responsible to ensure the accurate data entry in ENGAGE system by outsourced team for good tracking of consumer info Responsible to ensure all social media cases in Sprinklr system attend and response by outsourced team. Responsible for monitoring complaints and feedback via all channels of communications (freephone, emails, websites and social media) and alert management and businesses on potential crisis issues that may impact the Company and Business. Managing all escalated inquiries that require BUs /Nutritionist/Regulatory/Corporate Affair feedback. Responsible for social media monitoring and to provide early alert to management and businesses on potential threat/crisis issues that may impact the Company and Business. Responsible to present Voice of the Consumers to internal clients [ Businesses ] and update business on potential emerging or increasing complaint trends. Responsible in providing assistance to Nestle Singapore in management of consumer contact via free phone line and websites (Singapore). Responsible for ensuring adherence to all company principles and policies Responsible for ensuring strict compliance to the CSI - Handling of Consumer Complaint Responsible for briefing session with call centre team on BU campaign, promotion, contest, new product launch, change in recipes or packaging & product knowledge refresher training. Responsible monthly/quarterly on call calibration (voice), review of non-voices cases or case studies with outsourced Consumer Services Team and identify area for improvement. Responsible Weekly for discussion/meeting (WOR) and Monthly Business Review (MOR) with outsourced Consumer Services team. What will make you successful Minimum degree holder preferably in the area of nutrition, Food Science or equivalant. At least 2-3 years working experience in managing consumer communication or consumer services . Experience in managing consumer communication or consumer services. Experience in digital/social media channels. Ability to emphatise and sense of humility is an added advantage. We are Nestl , the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 91.4billion sales in 2018, we have an expansive presence with 413factories in more than 85countries. We believe our people are our most important asset, so we'll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geographies, working with diverse teams and cultures. Want to learn more Visit us at www.nestle.com.