Customer/consumer Care Senior Specialist with German Prague, Praha

Customer/consumer Care Senior Specialist with German

Seniority Level:
#DreamBig
Our Customer/Consumer Care Senior Specialist is responsible for managing all consumer inquiries received through various channels (phone, brand websites, social media), and effectively addressing their requests by liaising with relevant stakeholders. This involves leading multifaceted projects tailored towards optimizing our methodologies and strengthening our interactions with consumers.
At AB InBev, dreaming big is what we do. Brewing the world’s most loved beers, building iconic brands like Corona, Stella Artois, Samson and crafting meaningful moments are what inspire us.
We’re a team of passionate owners who aren’t afraid to dream big because we know that together, we can achieve anything. To build a more sustainable, inclusive and rewarding future. Turning any challenge into an opportunity. So let’s take on the challenge together.
Cheers to dreaming big!
What will you be doing:
- First level resolution for any consumers questions, doubts and complaints focusing on S&M- Ensure consumers satisfaction and loyalty by reviewing and improving consumer experience and contact model- Analyze insights and consumer feedback and close the loop with consumer- Generate new solution and action to be shared with all relevant stakeholders from different departments- Daily maintenance of systems and platforms- Follow up of project, communication issues and initiatives which might impact consumers experience and onboarding- Providing support and data visibility to other departments (ex. CXC for customer related topics and Connection for social media) while leading consumer related actions (task follow up, proper training, project support)- Support in further process improvements, standardization of project and operating model- Weekly & Monthly Reports creation and governance for German business
What youll bring:
- C1 in English and German- Experience with working in FMCG company or in project environment is an advantage- Basic Excel and PowerPoint skills- Able to work on own initiative, prioritize workload effectively and follow up on projects- Work in a multi-cultural environment - Our Prague office is 70% expat- Highly customer & service oriented mindset
We also offer great Benefit & Perks package!- Benefits for you and your family to help your physical and mental health- Competitive parental leave and pension contributions (2,5%)- 25 days holidays per year- Employee benefits to help your physical and mental health and overall wellbeing (Accident, Health and Luggage insurance, discounted services like HP Market, Multisport Card, GS Pharmaceuticals, etc.)- A beer allowance to enjoy our brands- Meal vouchers- Employee networks to support diversity and inclusion- Local Bonus- 26 weeks paid leave for primary caregivers- ‘Return to Work’ programme
What you can expect from us:
In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded. We encourage you to think big and go after your goals. You’ll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.
- We are building a team that’s more supportive, more inclusive and more collaborative. A team that’s diverse in background, skills and experience._
- As the leading global brewer, we are committed to bringing people together for a better - and more equal - world. A more equal world starts when everyone can thrive. At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce, and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply._
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