Korea Consumer Care Specialist (계약직)
JOB PURPOSE:The Consumer Care Specialist will play a critical role to play in protecting and building the reputation of the MW business and brands in Korea by providing supp...
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Tasks
JOB PURPOSE:
KEY RESPONSIBILITIES:
Engage with consumers across a range of channels (including but not necessarily limited to voice, email, chat, social) using the provided tools
Establish and maintain rapport with consumers using appropriate tone of voice
Answer consumer questions and resolve consumer issues in line with relevant processes and policies ensuring that all cases are appropriately closed out.
Guide consumers through potentially complex conversations and sometimes emotive concerns
Accurately capture all necessary information from consumers to ensure meaningful data and reporting
Manage fulfilment to include incoming white mail, FO returns, product replacements and reimbursement
Manage KFDA contact reporting and follow up process
Foster relationships between local stakeholders and remote team to support effective contact management and close knowledge gaps
Highlight trending issues
Maintain confidentiality of consumer and Mars business information
Key performance indicators you’ll be measured against include Attendance, Adherence, First Call Resolution, Average Handle Time, Data Accuracy, Consumer Satisfaction and Productivity.
Do you have what it takes?
You’re a critical thinker who can interpret the needs of the consumer and correctly identify potential serious or sensitive issues based on Mars processes and consumer behaviour.
You’re a natural communicator and can deliver the Mars experience with empathy and without a heavy reliance on scripts.
You understand cultural nuances, can flex your style and build consumer connections that strengthen their relationship with Mars
You’re comfortable taking ownership of difficult conversations and can de-escalate consumer frustrations to move a potentially negative experience into a more positive one.
You’re great at multi-tasking and are comfortable taking case notes, navigating multiple databases, working on multiple screens and speaking to the consumer in real time.
You have sound judgement and can independently problem-solve with consistency
You stay curious and are prepared to challenge the status quo if you see opportunities to improve how things are done
Requirements
Education
- 4-year Degree (Bachelor’s or equivalent)
📋 상세내용
Tasks
JOB PURPOSE:
KEY RESPONSIBILITIES:
Engage with consumers across a range of channels (including but not necessarily limited to voice, email, chat, social) using the provided tools
Establish and maintain rapport with consumers using appropriate tone of voice
Answer consumer questions and resolve consumer issues in line with relevant processes and policies ensuring that all cases are appropriately closed out.
Guide consumers through potentially complex conversations and sometimes emotive concerns
Accurately capture all necessary information from consumers to ensure meaningful data and reporting
Manage fulfilment to include incoming white mail, FO returns, product replacements and reimbursement
Manage KFDA contact reporting and follow up process
Foster relationships between local stakeholders and remote team to support effective contact management and close knowledge gaps
Highlight trending issues
Maintain confidentiality of consumer and Mars business information
Key performance indicators you’ll be measured against include Attendance, Adherence, First Call Resolution, Average Handle Time, Data Accuracy, Consumer Satisfaction and Productivity.
Do you have what it takes?
You’re a critical thinker who can interpret the needs of the consumer and correctly identify potential serious or sensitive issues based on Mars processes and consumer behaviour.
You’re a natural communicator and can deliver the Mars experience with empathy and without a heavy reliance on scripts.
You understand cultural nuances, can flex your style and build consumer connections that strengthen their relationship with Mars
You’re comfortable taking ownership of difficult conversations and can de-escalate consumer frustrations to move a potentially negative experience into a more positive one.
You’re great at multi-tasking and are comfortable taking case notes, navigating multiple databases, working on multiple screens and speaking to the consumer in real time.
You have sound judgement and can independently problem-solve with consistency
You stay curious and are prepared to challenge the status quo if you see opportunities to improve how things are done
Requirements
Education
- 4-year Degree (Bachelor’s or equivalent)