ポジション
Position
Consumer Care Office Manager(HO)
仕事内容
Job description
【Job Mission】
Receive and analyze consumer inputs about Danone and Danone products, and initiate action plans with other departments in order to increase consumer satisfaction

【Key Responsibilities】
・Be the key point of contact for consumer & customer complaints (received directly or indirectly through call center),
・Manage outsourced call center :
-Provide necessary information about Danone programs & products to call center, in order to ensure proper handling of consumer calls, and provide necessary training to call center management (inc. Excipio).
-Collect information provided by consumers through the call center and initiate actions based on these inputs.
-Ensure close and efficient coordination with call center in case of crisis.
-Evaluate performance of call center, request and follow-up implementation of action plans if needed.
-Manage outsourcing contract with call center, prepare budget and manage costs related to outsourced call center (incl. PO & invoice validation).

・Analyze consumer inputs using Excipio system.
・Organize management of complaints with other departments, esp. factory
・Raise alerts when needed based on consumer inputs.
・Analyze contacts other than complaints to understand expectations and concerns from consumers – Connect with other departments to initiate actions if needed (especially Marketing, R&D).

・Prepare and issue official reports / letters to consumers / customers when written report is requested. Obtain internal approval prior to issuing.
・Ensure proper management of consumer / customer complaints when escalation is requested.

・Prepare and issue Monthly Report.
・Collect information about management of consumer calls / complaints through professional associations or other companies (ex. Social networks…).

【Profile】
・Caring about people satisfaction.
・Capacity to understand and anticipate consumer & customer requirements.
・Broad vision and balanced understanding of internal and external constraints.
・Capability to convince various interlocutors (internal / external).
・Curious and proactive.
・Resilient. Able to stay calm and positive in stressful situations.
・Mid-long term vision & anticipation.

・Basic knowledge of dairy products manufacturing process (not mandatory).

・Previous experience in services industry mandatory.

・English

勤務地
Location
中目黒本社(中目黒GTタワー)
Nakameguro Head Office (Nakameguro GT Tower)
勤務時間
Working time
8時45分-17時30分
Normal working hours 8:45-17:30
休日
Holiday / Vacation
土日祝日(年末年始休暇あり、12月29日-1月4日)
Company calendar will depend yearly on the number of Saturdays, Sundays and National Holidays.
*Year end holiday:December 29 to January 4
雇用形態
Job Preference
正社員
Permanent Employee
応募方法
Application
応募書類(履歴書、職務経歴書)をrecruit.dj@danone.com宛にお送りください。内容確認の上、人事部よりご連絡申し上げます。

Please apply by sending your application from the "send in mail" button (or to recruit.dj@danone.com). Both English and Japanese CV and 履歴書 will be requested.

Thank you for your consideration and we will come back to you shortly.
We Look forward to meeting people which we can share our values and challenge together to achieve our ambitions.
備考
Remarks
館林工場で行われる定例会議への出席が必要です
Regular participation to meetings in Tatebayashi factory needed