web analytics
FMCG & Retail
05 Feb 2015
Job Opportunity : Consumer Communication Manager (100K - 120K)
Position
Consumer Communication Manager
Our Client
A world leading company in convenient snacks and beverages
Location
Bangkok

Overview:

The Consumer Communication Manager will work under the direction of the Corporate Affairs Director and Corporate Communication Manager to deal with consumer communication including enquiries and complaints. The key role and responsibility of this person ranges from providing corporate/product information, answering inquiries, handling complaints and compliments, resolving problems and escalating unresolved problems, compiling consumer calls and preparing complaint reports on a regular basis.

Responsibilities:

  • Set up consumer communication channel, telephone response system (hotline) the consumer calling database.
  • Build a good relationship with consumers by providing corporate/product information, answering inquiries, handling complaints and compliments.
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Compile/record consumer calls and prepare complaint reports/statistics for Management's review on a regular basis (e.g. daily, weekly, monthly).
  • Collaborate with internal departments for problem resolution and complaint investigation to ensure all investigation actions taken in timely manner. 
  • Prepare complaint trend analysis and recommendation as well as other communications initiatives/activities.