Consumer Service Adviser- Dubai
Location: Dubai, AE
Arla Foods are currently looking to recruit a Consumer Care Advisor to join us, working hybrid from our office in Dubai. As Consumer Care Advisor you will manage our Consumer care line and will be our consumers’ first point of contact for any enquiries, queries or complaints. Providing a vital link between the consumer and internal departments such as our technical and production teams, you will work to resolve or escalate any problems or complaints in a timely manner.
As a confident communicator you will be able to build strong working relationships with both internal and external stakeholders. You will work closely with our Marketing and Brand teams to ensure you are kept up to date with any promotions or new product launches to ensure accurate information is relayed to the consumer.
You will be focusing on providing excellent customer service and enabling the business through insight and data reporting.
Responsibilities
Key responsibilities will include dealing directly with our Consumers via phone, email and social media channels via the Salesforce Service Cloud. Responding promptly to consumer inquiries and escalating them internally as required Managing consumer complaints and enquiries across various channels whilst maintaining a positive, empathetic, and professional attitude towards consumers at all times Ensure consumer satisfaction and provide professional consumer support Tracking complaints on Salesforce Service Cloud, assign it to the right stakeholders, and following up on its status. Manage and maintain Salesforce chatbot content and identifying areas of improvements within the flow Produce weekly reports, sending these out to the key stakeholders within the business. Managing consumers database and develop CRM strategies Communicating and coordinating with internal colleagues as necessary Ensuring a seamless integration between Arla website, social media and the chatbot Updating FAQs and knowledge articles based on consumers interactions Providing feedback on the efficiency of the consumer care service process
Skills
We are looking for a self-motivated candidate who has a passion for delivering excellent customer service. You have bachelor degree in either Food Science/ Nutrition/ Communication required. Nutritional background/ food science expertise is highly desired.
With a practical and common sense approach to your work, you will have strong interpersonal skills with the ability of building effective relationships at all levels with internal teams, customers and external stakeholders. To be successful in the role you will ideally have previous experience of 2-3 years within a similar customer service role and will be comfortable using Microsoft Office applications and ideally salesforce solutions (including service cloud). Experience of using Microsoft Excel to analyse data and run reports would also be an advantage. You are Bi-lingual Arabic and English speaker. French language knowledge is added benefit. You are composed and calm in consumer interaction.
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