Complaints Advisor

Short Intro and About the Job

Join us at Danone , where your work touches lives and contributes to a healthier world. As a global leader with a unique health-focused portfolio in food and beverages we are driven by a mission to bring health through food to as many as possible. Embedded in our culture is a profound sense of purpose and a commitment to innovation, sustainability, and community. At Danone we believe in the power of our people , and we are dedicated to creating an environment where our core values of humanism, openness, enthusiasm, and proximity lead the way to achieve our goals. We are proud to be a B Corp certified organisation which is reshaping the future of food, one delicious, nutritious product at a time.

We are currently looking for a  Complaints Advisor to join our  Careline team in Sydney, Australia on a 12-month Fixed Term Contract. This role’s primary purpose is to support and manage consumer complaints for all our products across Australia and New Zealand from initiation to closure. It is an interesting opportunity for a switched-on candidate who has worked in customer service or complaints mangemnt environment to get foot into the door of a large FMCG organisation and unleash the opportunity for growth.

Your responsibilities will include (but are not limited to): 

Manage and monitor all incoming complaints regarding all our products and/or services throughout Australia and New Zealand and proactively drive towards resolution and closure. Provide prompt, courteous, and accurate support to our consumers and maintain contact with consumers throughout the complaints process Manage and maintain the complaints being investigated in partnership with relevant key internal and external stakeholders Liaise with the Quality team representative to monitor the complaints process and arrange the pick-up and replacement of complaint products across AU & NZ Management of complaint related resources in Knowledge Base Create email templates in Sales Force regarding complaints Record all details in the CRM database Prepare weekly and quarterly complaint reports and share with relevant stakeholders Provide training on the complaints process for the new starters

About You

You are empathetic and possess a natural flair for connecting with people. Your friendly demeanor and problem-solving skills will ensure our consumers receive top-notch service. You will be a confident and effective communicator who easily engages with your stakeholders.

Ideally you will have:

Experience in compliant management or customer service roles (Healthcare experience preferred but not essential) Knowledge of salesforce or any other Database and CRM systems Proficiency in Microsoft Office Excellent written and verbal communication skills Ability to analyze situations and propose effective solutions Ability to work autonomously as well as with the team Strong time management skills with the ability to manage competing priorities

About Us, We offer and What's next

At Danone, we aim to inspire healthier and more sustainable eating and drinking practices, in line with our Vision - Danone, One Planet. One Health . . Our headquarter is in France , we have offices in 55 countries across the globe and our products are sold in over 120 markets . We have been around for more than a century and are the proud owner of some of the best-known brands worldwide including favorites like YoPro, Activia, Aptamil and Karicare

Danone ANZ focuses on dairy and specialized nutrition products for infants and adults and is proud to be awarded the Great Place to Work accreditation winner for ANZ in 2024 – a globally recognised program where we feature as one of Australia’s top places to work.

Visit our website to know more about us.

WE OFFER

We truly value our  Danoners  and strive to make their experience exceptional by creating a positive and fulfilling environment for everyone. Our unique benefits are designed to enhance the lives and provide genuine value.

A high-performing, collaborative team culture Flexible Hybrid working Thank Danone it’s Friday 3pm finishes every Friday. Diverse and inclusive work environment Personalised learning opportunities to set you up for success Competitive Total Reward package

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