Consumer Experience Representative - Leicester, United Kingdom - PepsiCo

PepsiCo

Verified Company

Leicester, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview
PepsiCo UK is home to some of the world's most loved food and drink products.

Making every day favourites like Walkers, Quaker, Doritos, Pipers and Monster Munch, to name a few We have a fantastic reputation for developing and launching products that our consumers love.

PepsiCo products are enjoyed by consumers around the world more than one billion times a day in more than 200 countries and territories.

The company generated $70 billion in net revenue in 2020.We pride ourselves on being a great place to work and have recently been voted a Top Employer for the 11th year in a row.

The Job Holder normally reports directly to the UK Consumer Experience Contact Manager.

Works closely with Line Manager, UK Nordics, Systems and Escalations Manager, 9 x Consumer Advisor Peers, 2 x Escalations Team Advisors and 1 x Systems & Reports Administrator.

Responsibilities
Working as part of a team, play an active part in the delivery of consumer service excellence, providing effective weekday cover to meet the needs of our consumers and the business through:

Effective resolution of consumer enquiries and complaints, building brand loyalty wherever possible whilst recognising the needs of the business to manage risk of adverse media activity.
Effective monitoring and response to escalataions to ther media, providing an effective 'Early Warning' to the business.
Highly efficient with the capability to correctly prioritise workloads, ensuring delivery includes an attention to detail and builds consumer engagement.
Understand and implement best practice for communicating via all channels with the ability to show empathy and understanding of consumers concerns and emotions, balancing with the needs of the business to manage risk and legal liabilities.
Responsible for monitoring and raising awareness of emerging trends to provide an effective 'Early Warning' of potential concerns or incidents or key trends that may impact on the business, following identified processes/protocols.
Achieve functional targets and KPIs and meet defined quality standards whilst maintaining a high level of confidentiality and integrity.

Qualifications

Proven experience in customer facing service role.
Excellent verbal communication skills, clear and articulate, good vocabulary.
Excellent written communication skills, spelling and grammar.
Computer and keyboard skills:
Good knowledge of Microsoft Office (Word, Excel, PowerPoint).
Good accuracy and speed of data input.
Time management, prioritisation, multitasking and organisational skills.
Ability to selfmanage, use own initiative, work without close supervision.
Analytical approach, able to ascertain facts and problem solve.
Ability to work under pressure in a professional, efficient and courteous manner.
Quality focus, attention to detail.

We are an equal opportunity employer and comply with the Equality Act 2010, we value diversity at our company; it is an essential part of our success.