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Consumer Care Coordinator

2 months ago

Sydney, Australia Diageo Full time

Job Description:
Who are we?

From humble beginnings to outstanding futures, Diageo is centred on crafting incredible stories of high-reaching possibilities. From our iconic global brands such as Johnnie Walker, Smirnoff, Tanqueray and Don Julio, to our local homegrown heroes Bundaberg Rum, UDL and Reeftip, we are a team of pioneers, looking to lead the future of our industry and brands from today. At Diageo, you will be a chosen custodian of our brand portfolio, entrusted with building brands for consumers to celebrate with in the moments that matter. Alongside you will be a group of ambitious, passionate and innovative people, who will help you in achieving extraordinary heights. Together, you will help us create a future worth celebrating.

What will your role be?

Our Consumer Care Coordinator is an integral role of Huntingwood, making sure we take the very best care of our customers and consumers through handling incoming inquiries via phone, web, and fax. In this role, you will ensure excellence in customer relationship service to the consumer in acquiring further information, resolving and or closing their inquiry. Further, ensuring integrity and timeliness of management of all enquiries & complaints from consumers will be key in this function.

What does this role look like for you?
- Responsibility for facilitating the accurate collection and entry of data from consumers into a relevant data base;
- Assist with phone coverage if required, engaging team for input on new/changes in processes for Consumer Care;
- Proactively review and ensure process/systems to maintain the integrity of Service to internal & external customers;
- To provide detailed reports to the business on a monthly basis on Consumer Complaints and Enquiries;
- Ensure that a quality of merchandise is always on hand for consumers and ensure that all relevant paraphernalia is available e.g. merchandise catalogues;
- Awareness of and timely communication of any Diageo promotions/competitions to the wide Customer Service Team;
- Provides timely responses to consumers and customers in regards to enquiries and complaints;
- Ensure any information received which is likely to have an impact on the business is raised to the Governance Manager, Quality Assurance Team, Marketing Brand Team and Customer Service Manager; and
- Maintain complaint and enquiry databases (excel, Salesforce) and product information/response template files.

So, what will you bring to this role?
- Demonstrated experience in a customer/consumer facing role, ideally in FMCG;
- A continuous improvement mindset and ability to voice ideas about improvement to current process;
- A proven ability to build and maintain strong relationships with collaborators inside and outside of the business and professionally influence;
- Proven analytical and data management skills;
- Strong experience in MS Office Suite;
- Intricate problem-solving abilities and an understanding of how to get to the root cause; and
- Ability to work strongly in a team environment, lead, build and maintain internal and external customer relationship to meet deliverables on time.

What are the benefits?

We are an organisation that creates products that are part of celebrations, and our culture reflects this. At Diageo, you will have the ability to work flexibly to ensure you can unlock your own potential through creating bold plans and executing your vision.

You will also be rewarded through competitive salary and monetary benefits including bonus, flexible leave entitlements and product allowance as well as being supported via non-monetary benefits including an industry leading parental leave policy, volunteering days and workplace giving, and subscriptions to mental health and fitness platforms.

Our commitment to inclusion and diversity:
We know that for our business to thrive and for Diageo to realise its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

Worker Type:
Regular

Primary Location:
Huntingwood

Additional Locations:
Job Posting Start Date:
2023-01-24-08:00

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