Job Description

Job Description

Primary Responsibilities 

• Confers with internal and/or external customers to provide information about products and/or services such as processing, customer request, obtaining detailed complaints reports over the phone, email, live chat, social media or other methods of communication. 

• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely and assuring customer understanding 

• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer request inquiries and complaints 

• Document customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken to include adverse events.  

• Provides prompt and accurate service to promote customer loyalty 

• Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to product or service and/or in follow up to customer inquiry.  

• Resolves escalated contacts appropriately 

• Process promotions, rewards and loyalty referrals in interaction with customers 

• Act as liaison with social media representatives and agency partners for social media escalation 

• Handles contacts via multiple channels and/or brands 

Qualifications 

2. Experience 

• Experience working in a shared services or Global Capability Center environment preferred. 

• Strong business acumen, ideally within Food&Beverage or FMCG industries; 

• 2+ years consumer service representative. 

• Experience in a contact center preferred.  

• Salesforce experience preferred. 

3. Skills 

• MS Office – usage of MS systems (Outlook, Word, Excel, PPT) 

• Customer service mindset.   

• Continuous improvement mindset. 

3. Language 

• English proficiency – must have C1 or equivalent. Excellent grammar and communication skills.  

• French proficiency – nice to have – B2 or equivalent.  

Location(s)

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.