06/10 Vrushali Salvi
Principal Consultant at Northstar Consulting

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Manager - Consumer Relations - FMCG (8-12 yrs)

Gurgaon/Gurugram Job Code: 853985

Job Description :


- As A Consumer Relations Team Lead, you will represent the company in all Consumer Interactions, Quality, E-C & Social and External Contact Centre

- Encourage and practice a culture of high-quality service and continuous improvement within Consumer Relations

- Strong verbal and written communications skills

- Candidate must have similar experience of working in FMCG or Pharma sector.

Through positive relationships with our consumers you will :

1. Advance and protect the company's corporate and brand reputation

2. Mitigate risks from consumer complaints

3. Support the business in driving and upholding vigilance

4. Alert team on key/trending issues

- Work with Contact Centre on all channels (phone, email, letter or social media & EC)

- Provide accurate and updated information to consumers and contact centre about the products, consumer promotions and corporate policies;

- Recognize and report unusual, sensitive and potentially damaging situations ASAP

- Varied administrative duties: fulfilment, monitor AE reporting, co-ordinate QA returns and monthly report for the BU,

- Working hand in hand with Marketing, Commercial Quality, Manufacturing sites and making sure this is done in a timely manner.

- Analyse product complaints to identify the issues with greatest impact on the consumer experience and drive product improvement to resolve these issues

- Be able to work with a minimum of supervision while adhering to the company guidelines and SOP- s

- Able to handle difficult consumers

- Managing Contact Centre

- Weekly and Monthly Reporting

- Having adequate product information

- Accurate recording of data

Women-friendly workplace:

Maternity and Paternity Benefits

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