Customer Relations Advisor at Procter & Gamble Company

San Jose, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Consumer GoodsIndustries

Requirements

Advanced proficiency in English (spoken and written)
Proven experience in similar positions
Bachelor's degree or currently enrolled as a university student
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Detail-oriented with strong organizational skills
Prior experience in customer service, call centers, or service centers is highly desirable
Strong problem-solving skills
Strong communication skills
Consumer-centric attitude
Ability to work collaboratively within a team
Ability to thrive in a fast-paced environment
Eagerness to learn and grow within the organization

Responsibilities

Serve as an expert on specific product segments, providing in-depth knowledge about features, benefits, and limitations
Address and respond promptly to consumer questions and complaints related to these products, guiding clients through troubleshooting processes and assisting with warranty claims or returns
Assess and analyze individual consumer needs and preferences to provide personalized recommendations on products that best suit their needs, including suggesting complementary products or accessories
Create and maintain accurate records of consumer interactions and resolutions
Make recommendations on messaging strategies, processes, and system updates to enhance the consumer experience, including suggesting changes to communication message tracks, streamlining complaint resolution processes, and advocating for system enhancements
Investigate and resolve Tier 1 escalations, which may involve new questions or concerns about products or store policies, including gathering relevant information, collaborating with product or Direct to Consumer teams, and ensuring timely and accurate responses
Identify recurring themes or trends related to products or services and communicate to Service Delivery teams for review and action
Foster strong relationships with consumers by providing personalized support and product recommendations
Engage with consumers on social media and review platforms to enhance brand presence and reputation
Participate in initiatives to drive consumer loyalty and retention through effective communication and support
Make and implement recommendations to knowledge base to help drive fast, accurate resolution for consumers
Train and support fellow team members on product knowledge and consumer service best practices
Collaborate with team members to share best practices and improve overall team performance
Participate in team meetings and training sessions to continuously develop skills and knowledge
Support a positive team environment that encourages feedback, innovation, and collaboration