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Customer Service Specialists Europe, Essential Home

City: Warszawa

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

ESSENTIAL HOME
With a trusted portfolio of world-class Air Care, Surface, Laundry and Pest Control products, the Essential Home team’s purpose is to Make a House Your Home. Fuelling this newly formed business and leadership team is a diverse and inclusive culture for all. Together, we’re shaping a team with a founder mentality: that listens and learns, and that is entrepreneurial, agile, and action oriented.
With high-quality brands such as Air Wick, Cillit Bang, Calgon and Mortein, now is an exciting time to join a dynamic company full of purpose, pace and energy, that will create a truly unique learning and career opportunity for all.

Research & Development

In Research and Development, we're full of highly skilled talents that include Scientists, Engineers, Medical, Clinical and Regulatory professionals - all working to create a cleaner, healthier world. With nine Centres of Excellence, we continually seek out new opportunities by using science, our entrepreneurial flare and our fearless innovation to develop and enhance our existing portfolio, never compromising on quality or performance.

We do the right thing, always, by ensuring we act with responsibility and integrity, by complying with regulatory legislation across the globe, whilst ensuring our products are safe for our consumers and are to the highest quality.

The size of our organisation means you'll have the opportunity to learn and work in different functions within R&D, giving you exposure to different disciplines, teams and environments. You will also have access to our Research and Development Academy, designed to develop our team and allow you to grow in our great organisation.

About the role

The Consumer Care Specialist will be responsible for ensuring a positive consumer experience by identifying and addressing consumer concerns, effectively resolving them with care and empathy. The individual is also responsible for identifying and reporting product Quality Complaints that may negatively affect the Brand reputation. This role will be based in Warsaw, Poland and is part of a global team.

Your responsibilities

• Positive consumer experience and engagement
• Brand building and consumer advocacy
• Insights and business growth
• Efficiency and compliance
• Protect brand Reputation addressing consumers concerns in effective manner
• Oversees the process for sending reimbursement to consumers in a timely manner, making sure that reimbursement is approved by relevant people
• Works closely with cross functional teams including legal, quality, R&D, Brand when investigating consumer claims or responding to consumers on specific issues
• Identifies and communicates to CR Management on product quality trends, product suggestions and improvements
• Support outsourced Call Center Representatives
• Communicate technical information in a consumer-friendly manner
• Manage consumers' expectations in resolving consumer's concerns.

The experience we're looking for

As we aim for the best possible consumer experience for our products, we're looking for a person who has strong communication skills combined with friendly and polite manners (towards both consumers and internal colleagues).
Additional skills that we would love to see:
• Proactive and keen on learning new things

• Effective diplomatic written skills
• Previous experience on a similar position
• Independent and self-organized working style
• Networking skills, likes to connect with local stakeholders
• English and Polish is a must-have
• Comfortable with handling Reckitt products that may be sent back by consumers
• FMCG-experience will be considered as an advantage

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.

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