Consumer Care Executive

Job description

Job Description The B2C Consumer Experience Executive is responsible for delivering a high-quality experience to consumers across all contact channels, while acting as the voice of the consumer within the organisation. The role manages enquiries, complaints, and feedback, and partners closely with internal teams to resolve issues, identify trends, and drive continuous improvement across products, service, and processes. Main Responsibilities: Consumer Support & Case Management - Manage consumer enquiries, feedback, and complaints across multiple channels (phone, email, social media, webforms, third-party platforms & distributors) - Provide timely, empathetic, and accurate responses in line with service level agreements (SLAs) - Investigate and resolve complex cases, including product quality, delivery issues, and service concerns - Escalate critical or high-risk cases in accordance with internal protocols Complaint Handling & Quality Interface: - Liaise with Quality, Supply Chain, Manufacturing, and Regulatory teams to investigate product-related complaints - Ensure accurate documentation of complaints, samples, and corrective actions - Support root cause analysis and contribute to...