Job Description
MAIN PURPOSE OF JOB
To provide Abbott Nutrition consumers with relevant nutrition and child care advice – relevant to Pregnancy, Breastfeeding, Infants and Toddlers. The information is communicated via phone in both English and Arabic, allowing the consumer to make the best informed nutritional choice for their child and to build brand recognition and loyalty.
BUSINESS CONTEXT & KEY CHALLENGES
• Grow our consumer CRM database through consumer communication and relationship management
• Develop the on-ground capabilities of our promoters through training and support
• Manage and own the consumer communication touch points, developing new ideas to create engaging contact and ongoing consumer relationships
• Assist marketing teams in developing key consumer content to be used on all digital channels
• Keep brand marketing teams informed of any changes in consumer queries
• Continued excellence in responses to our consumers in terms of professionalism and timeliness
Responsibilities
- Using proficient product knowledge to support consumers
- Deliver safe and reliable consumer service and product oriented support
- Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets
- Build and accurately maintain our consumer database
- Data Entry of consumer information, communications, or complaints
- Analysis of data and reporting
- Ensure on or above-target compliance with call quality standards
- Manage time effectively by prioritizing calls, follow-up and administrative tasks to achieve team and individual Key Performance Indicators (KPI)
- Demonstrate empathy, patience and resilience while safely assisting customers
- Effectively communicate with consumers either verbally or written (i.e. Phone, Email) following respective company guidelines within the agreed timelines
- Respond to consumer queries in line with WHO guideline
- Capture and handle consumer complaints based on the defined timelines
- Accurately and consistently document consumer feedback
Education
Relevant Work Experience: 1 year’ experience in a pediatric related field preferably in baby food products, child-care based experience
Years of Experience
1-3
Job Details
| Posted Date: | 2018-10-11 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Consulting |
| Company Industry: | Marketing |
Preferred Candidate
| Career Level: | Entry Level |
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