See more Collapse

Consumer Care Manager

4 weeks ago

Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for **the consumers to choose from**. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are** free to be themselves**, and they are given the opportunity to grow, travel and develop, **amazing things can happen**.

That’s why our employees, from around the world, choose to be a part of JTI.** It is why 80% of employees feel happy working at JTI.** And why we’ve been awarded **Global Top Employer status, ten years running**.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

Department: Marketing
Location: Kuala Lumpur, Malaysia
Reporting to: Brand Lead

**WHAT IS THIS ROLE ABOUT - PURPOSE**

The incumbent will join a dynamic and fast paced environment, working closely with the Brand lead to generate strategies on consumer engagement through in depth understanding of consumers journey, their motivations and addressing pain points to ensure a seamless transition within the brand funnel.

He / she will be responsible to develop and deploy the scope of Global Consumer Care, manage the creation of all training materials and ensure the necessary integration to local platforms. Ensure all communication channels are integrated, monitor and track related KPIs, and continuously strive to improve provided services.

He / she will work closely to collaborate with other Marketing & Sales functions to ensure consistency related to communications and other related functions including external business partners.

**WHAT WILL YOU DO - RESPONSIBILITIES**
- Develop (where necessary) and deploy the scope of Global Consumer Care (GCC) in Malaysia. Manage the creation and deployment of all training materials for the appointed business partner/vendor. Manage the recruitment alongside business partner to ensure high quality consumer service.
- Coordinates all interactions and activities with market stakeholders (marketing, sales, logistics, etc)
- Work in close collaboration with multiple stakeholders including HQ and vendor to manage all the services, in and out-of-scope. Support cross-functionally including BG, Legal etc.
- Manage 3R (returns, refunds and replacements) for both online and offline. Manage the escalation on special complaints not covered in initial training materials
- Ensure all consumer communication channels are integrated. Monitor and track complaints and create actionable plans where applicable. Monitor and continuously strive to improve the service level, CSAT, NPS etc.

**WHAT ARE WE LOOKING FOR - REQUIREMENTS**
- University degree (required).
- Minimum 3 years of proved experience in consumer care/customer service and equipped with the knowledge of project management.
- Deep understanding and experience of call center KPI's and structure.
- Highly creative with ability to think out of the box.
- Has strong agency management skills.
- Experience in identifying target audiences and devising campaigns that engage, inform and motivate.
- Strong analytical skills and data driven thinking. Comfortable working with numbers, metrics and spreadsheets.
- Good understanding of operational constraints with strong executional reflex and solution-driven mindset.
- Appreciation of legislation / taxation, external relations, marketing standards in your industry.
- Advanced communication and interpersonal skills. Team player.
- Experience in delivering training sessions (desirable).
- Both global & regional experience (desirable).

**Functional Skills required**:

- Brand positioning
- Brand communication
- Consumer / trade trends monitoring
- Competitive intelligence / assessment
- Consumer, shopper & trade insight
- Consumer relationship marketing
- Consumer marketing
- Negotiation skill
- Budget resource allocation & brand contribution management

We have other current jobs related to this field that you can find below

  • Consumer Care Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity...

  • Consumer Care

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Social Bee Sdn Bhd Full time

    Consumer Care / Key Account ExecutiveWorking location: Millerz Square, Old Klang Road, KLSalary range :RM2,500-RM3,500Working Hours: 9am - 6pm; Monday - Friday To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. To ensure the potential...

  • Consumer Care Executive

    3 weeks ago

    Kuala Lumpur, Malaysia Social Bee Sdn Bhd Full time

    **Consumer Care / Key Account Executive** **Working location : Old Klang Road, KL** **Salary range : RM2,500-RM3,500** **Working Hours : 9am - 6pm; Monday - Friday** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. - To ensure the...

  • Consumer Care Executive

    3 weeks ago

    Kuala Lumpur, Malaysia MyGENO.com Full time

    **Position : Consumer Care / Key Account Executive** **Salary Range : RM 2,500 - RM 3,500 + Commission** **Working Hours : 9.00am - 6.00pm (Monday - Friday)** **Location : Old Klang Road, KL** **Job Scope** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the...

  • Consumer Care Executive

    2 months ago

    Kuala Lumpur, Malaysia MyGENO.com Full time

    **Position : Consumer Care / Key Account Executive** **Salary Range : RM 2,500 - RM 3,500 + Commission** **Working Hours : 9.00am - 6.00pm (Monday - Friday)** **Location : Old Klang Road, KL** **Job Scope** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the...

  • Consumer Care Executive

    1 week ago

    Kuala Lumpur, Malaysia MyGENO.com Full time

    **Position : Consumer Care / Key Account Executive** **Salary Range : RM 2,500 - RM 3,500 + Commission** **Working Hours : 9.00am - 6.00pm (Monday - Friday)** **Location : Old Klang Road, KL** **Job Scope** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the...

  • Consumer Care Executive

    2 months ago

    Kuala Lumpur, Malaysia MyGENO.com Full time

    **Position : Consumer Care / Key Account Executive** **Salary Range : RM 2,500 - RM 3,500 + Commission** **Working Hours : 9.00am - 6.00pm (Monday - Friday)** **Location : Old Klang Road, KL** **Job Scope** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the...

  • Consumer Care Executive

    2 weeks ago

    Kuala Lumpur, Malaysia MyGENO.com Full time

    **Position : Consumer Care / Key Account Executive** **Salary Range : RM 2,500 - RM 3,500 + Commission** **Working Hours : 9.00am - 6.00pm (Monday - Friday)** **Location : Old Klang Road, KL** **Job Scope** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the...

  • Consumer Care Executive

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Social Bee Sdn Bhd Full time

    Consumer Care / Key Account ExecutiveWorking location : Old Klang Road, KLSalary range : RM2,500-RM3,500Working Hours : 9am - 6pm; Monday - Friday To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. To ensure the potential leads...

  • Consumer Care Executive

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MyGENO Full time

    Position : Consumer Care / Key Account ExecutiveSalary Range : RM 2,500 - RM 3,500 + CommissionWorking Hours : 9.00am - 6.00pm (Monday - Friday)Location : Old Klang Road, KLJob Scope To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. To...

  • Consumer Care Executive

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MyGENO Full time

    Position : Consumer Care / Key Account ExecutiveSalary Range : RM 2,500 - RM 3,500 + CommissionWorking Hours : 9.00am - 6.00pm (Monday - Friday)Location : Old Klang Road, KLJob Scope To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. To...

  • Consumer Care

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia TWY Search International (M) Sdn Bhd Full time

    Job Description: To perform cold calling to follow up and verify the potential leads. To develop positive relationship with the potential leads and existing consumers. To perform onboarding process to new consumers, handle inbound calls from campaign's referral and answer all the consumers' enquiries when arises. To monitor and report campaign's status,...

  • Consumer Care Associate

    2 days ago

    Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for **the consumers to choose from**. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are** free to be themselves**, and they are given the...

  • Consumer Care Associate

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity...

  • Consumer Care

    2 months ago

    Kuala Lumpur, Malaysia Social Bee Sdn Bhd Full time

    **Consumer Care / Key Account Executive** **Working location : Old Klang Road, KL** **Salary range : RM2,500-RM3,500** **Working Hours : 9am - 6pm; Monday - Friday** - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. - To ensure the...

  • Consumer Care

    2 weeks ago

    Kuala Lumpur, Malaysia Social Bee Sdn Bhd Full time

    **Consumer Care / Key Account Executive** **Working location**: Millerz Square, Old Klang Road, KL **Salary range **:RM2,500-RM3,500 **Working Hours**: 9am - 6pm; Monday - Friday - To perform cold calling to follow up and verify the potential leads (data) from social media's campaign (eg: Facebook) before generating to the Company's existing consumers. -...

  • Consumer Care

    3 weeks ago

    Kuala Lumpur, Malaysia TWY Search International (M) Sdn Bhd Full time

    **Job Description**: - To perform cold calling to follow up and verify the potential leads. - To develop positive relationship with the potential leads and existing consumers. - To perform on-boarding process to new consumers, handle inbound calls from campaign's referral and answer all the consumers' enquiries when arises. - To monitor and report...

  • Consumer Experience Manager

    2 months ago

    Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    Global applicants welcome. Local employment package will apply. Reporting to: Brand Lead **Consumer Experience Manager** The incumbent will join a dynamic and fast paced environment, working closely with the Brand Lead to generate strategies on the overall consumer engagement, focusing on on-ground initiatives through in-depth understanding of a consumer's...

  • Consumer Experience Manager

    2 days ago

    Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    Global applicants welcome. Local employment package will apply. Reporting to: Brand Lead **Consumer Experience Manager** The incumbent will join a dynamic and fast paced environment, working closely with the Brand Lead to generate strategies on the overall consumer engagement, focusing on on-ground initiatives through in-depth understanding of a consumer's...

  • Consumer Experience Manager

    1 week ago

    Kuala Lumpur, Kuala Lumpur, Malaysia JTI - Japan Tobacco International Full time

    Global applicants welcome. Local employment package will apply.Reporting to: Brand LeadConsumer Experience ManagerThe incumbent will join a dynamic and fast paced environment, working closely with the Brand Lead to generate strategies on the overall consumer engagement, focusing on on-ground initiatives through in-depth understanding of a consumer's journey...