About this role
Job Description
Primary Responsibilities
Establishes and maintains a well-rounded knowledge base of all team products/services
Provides timely and effective coaching and feedback
Provides consultative support to the team and client representatives
Identifies and observes trends and takes appropriate action to resolve
Proactively generates ideas to improve the account process, technology, and/or reduce consumer complaints
Handles customer contacts via social media, chat, phone or email as needed to support the account.
Works with internal/external departments to update and modify the program(s) database, scripting, enclosures and reports to increase productivity and ensure that quality and accurate information is available.
Provides guidance and database expertise for new process changes.
Assists with the development and facilitation of training and/or training materials.
Serves as resource for program product knowledge and systems information and recommends corrective resolution to address specific issues/questions/customer complaints.
May serve as SME for CRM and Telephony.
Performs administrative duties such as report generation and team documentation as assigned
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)
Mexico City - Antara Tower A - 5th Floor - Local Office
Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.
Other facts
About The Kraft Heinz Company
The Kraft Heinz Company is one of the largest food and beverage companies in the world, with eight $1 billion+ brands and global sales of approximately $25 billion. We’re a globally trusted producer of high-quality, great-tasting, and nutritious foods for over 150 years. While Kraft Heinz is co-headquartered in Chicago and Pittsburgh, our brands are truly global, with products produced and marketed in over 40 countries. These beloved products include condiments and sauces, cheese and dairy, meals, meats, refreshment beverages, coffee, infant and nutrition products, and numerous other grocery products in a portfolio of more than 200 legacy and emerging brands.
We spark joy around mealtime with our iconic brands, including Kraft, Oscar Mayer, Heinz, Philadelphia, Lunchables, Velveeta, Maxwell House, Capri Sun, Ore-Ida, Kool-Aid, Jell-O, Primal Kitchen, and Classico, among others.
No matter the brand, we’re united under one vision: To sustainably grow by delighting more consumers globally. Bringing this vision to life is our team of 37,000+ food lovers, creative thinkers, and high performers worldwide. Together, we help provide meals to those in need through our global partnership with Rise Against Hunger. We also stand committed to responsible, sustainable practices that extend to every facet of our business, our consumers, and our communities. Every day, we’re transforming the food industry with bold thinking and unprecedented results. If you share our passion – and are ready to create the future, build a legacy, and lead as a global citizen – there’s only one thing to do: join our table and let’s make life delicious!
What you'll do
- The Senior Analyst is responsible for establishing and maintaining a knowledge base of team products and services while providing coaching and consultative support. They will also identify trends, improve processes, and handle customer contacts across various channels.
Ready to join The Kraft Heinz Company?
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