Consumer Services Representative with English and German languages
Job description
Consumer Services Representative with German
What makes working for Kimberly-Clark so special?
Our well-known global brands are an indispensable part of life for people in more than 175 countries - almost ¼ of the world’s population purchase our products every single day! But we don’t take this for granted, we also recognise our responsibility in developing sustainable practices to support a healthy planet, and in helping to build stronger communities to ensure our business thrives for decades to come. In all that we do, we’re building a legacy of positive impact.
For nearly 150 years, we’ve had the foresight to find new ways to make lives better. From creating new categories to starting new conversations, we are constantly innovating our products and our practices in order to serve and care for the ever-changing needs of our consumers. We also appreciate that our people define who we are, and what we do. We offer careers that allow people to build the life they want, take pride in working for a company with the highest ethics, and apply their diverse experiences and passion to brands that make lives better for people all around the world.
The talent, diversity and commitment of our employees is crucial to our innovation and success. Our work environment fosters personal, professional and corporate growth, and our performance-driven organisation is designed to attract, develop, reward and retain top talent.
Excited yet?
You should be! This role presents an opportunity to work across some of the biggest brands- including Andrex, Kleenex and Huggies. Not only do our brands already have a rich heritage, but fuelled by increasing brand investments and strong product innovation, we also have bold plans to further accelerate growth over the coming years. Do you have the drive to provide world class customer & consumer service? Then this is the role for you!
Roles Responsibilities
Respond to consumer contacts and determine the nature of the interaction.
Handle contacts from all channels, including but not limited to phone calls, emails, letters and social media
Ensure that all consumer contacts are handled effectively, efficiently and promptly to promote consumer satisfaction and to promote Kimberly-Clark products and services.
Manage and share consumer insights gained with the Consumer Services team leader and Management Team in a timely and meaningful manner.
Adhering to all department processes
Immediately escalate serious consumer complaints as per processes
Compose and translate text where needed
Place the consumer at the heart of everything by improving engagement and interaction - focus on providing best in class consumer services experience
Ensure all Regulatory and GDPR processes are adhered to.
Continuous Improvement by using LEAN principles, Visual Management and Standard Work
Who are we looking for:
Experience in a Customer/Consumer Care function and/or complaint management.
Excellent interpersonal skills, excellent written skills and telephone manner
Experience in prioritise issues accordingly
Fluent in German & English /written and spoken
Can work independently and good at motivating themselves
Ability to communicate in a professional and calm manner with a variety of people
Ability to work and to stay calm under varying degrees of pressure
Flexible and able to handle change
Good time management skills with the ability to prioritise workloads
Attention to detail
Salesforce knowledge
Resilient
Total benefits:
We offer competitive pay and benefits to employees and reward excellence and performance. Our belief in promoting a healthy work-life balance drives us to support our employees’ total well-being, offering comprehensive benefits not limited to gym memberships, home office, private medical insurance, dental cover, employee assistance program, cycle to work scheme, critical illness cover, travel insurance and a market leading defined contribution pension scheme.
Certain benefits, such as flexible work schedules and parental leave, can be tailored to meet specific individual needs, giving our employees the flexibility to manage their commitments inside and outside of work. We are proud to be rated as a top 100 workplace for working mothers for two years in a row.
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