Apr 08, 2018

Fresher Consumer Relations Representative - MENA UAE Careers - RB

  • RB
  • Dubai - United Arab Emirates
Full time Admin, Secretarial and PA Jobs Customer Service and Call Center Jobs

Job Description

Job Title:  Consumer Relations Representative-MENA

Company Name: RB

Location: Dubai, United Arab Emirates (UAE)


About RB:

RB is the world's leading consumer health and hygiene company, We work with the best people to challenge conventional thinking and keep giving people innovative solutions for healthier lives and happier homes, through our brands like Nurofen, Strepsils, Mucinex, Dettol, Lysol, Finish and Vanish


Job Summary: The Consumer Relations Representative-MENA will represent the company in all consumer interactions, will encourage and practice a culture of high quality service and continuous improvement within Consumer Relations. Through positive relationships with our consumers Consumer Relations Representative will:

  • Advance and protect our corporate and brand reputation
  • Mitigate risks from consumer complaints
  • Support the business in driving and upholding vigilance (across RB products)
  • Alert team on key/trending issues


Key Duties and Responsibilities:  

  • Respond to all consumer contacts through various RB Consumer Relations channels (phone, email, letter or social media);
  • Using RB database and resources, provide accurate and updated information to consumers about our products, consumer promotions and corporate policies;
  • Log all relevant consumer feedback in RB CRM (consumer relationship management) system
  • Maintaining CRM system data integrity.  This role needs to retrieve product information while simultaneously entering data, accurately coding the contact at the same time interacting with the consumer and offering them a solution
  • Deliver high quality personal responses to consumer enquiries
  • Identify consumer problems/needs and expectations in a timely manner
  • Recognize and report unusual, sensitive and potentially damaging situations ASAP
  • Consumer communication and problem solving – verbal and written (letter & email).  We aim to satisfy the consumers who contact us with an enquiry or a complaint and build meaningful relationships with our consumers to strengthen brand loyalty and product repurchase
  • Varied administrative duties: fulfilment, monitor AE reporting, co-ordinate QA returns,
  • Working hand in hand with QIMEX teams, Manufacturing sites and making sure this is done in a timely manner.
  • Keenly analyse product complaints to identify the issues with greatest impact on the consumer experience and drive product improvement to resolve these issues
  • Be able to work with a minimum of supervision while adhering to RB guidelines and SOP’s


Qualifications, Skills and Experience:

  • High volume telephone based customer service
  • Dealing with complex dispute resolution
  • FMCG experience
  • Fluency in English is essential
  • Effective multi-tasking skills and strong keyboarding and data entry skills
  • Excellent verbal and written communication skills
  • Good organisation and time management skills
  • Able to work in a team environment
  • Empathetic manner
  • Positive outlook

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