An Assistant Consumer Service Manager is responsible for the direction, coordination, quality and productivity of the Consumer Service center. He/she will work closely with other cross-functional departments, internal stakeholders, front line staff, and the management in support of business needs.
Position Summary
● Act as the ambassador of Nestlé and deliver the best service, which facilitates day to day communications externally.
● Provide high quality service to consumers and cerate positive Word of Mouth through consumers' satisfaction.
● Gather consumer-related information, come up with suggestion and take ownership of consumer-related cases.
A day in the life of Assistant Consumer Service Manager
● Supervise the team in providing excellent and outstanding services to consumers and make sure that all aspects of consumer service are operated well.
● Plan, coordinate and assign workload to the team, also monitor the team to follows consumer service procedures and compliance.
● Provide support and guidance when dealing with complex queries and be the first point of contact for escalated queries.
● Continuously improve consumers' browsing and ordering experience on the EC website in order to increase the sales.
● Provide the consumer insight report of consumer services.
● Maintain staff competence standards by completing monthly monitoring and providing effective coaching/feedback.
● Assist in employee recruitment and performance evaluation, also support in the development and execution of training programs for the consumer service team.