Konecta
Consumer Care Advisor - Fixed Term
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Consumer Care Advisor - Fixed Term until 24/12/2026
Reports to
Team Leader
Department
Ferrero Operations
Who We Are
Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries. Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies. Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.
Mission of the Role
As a Consumer Care Advisor, you will be responsible for delivering excellent customer care and support to Ferrero consumers across all contact channels. You will be the first point of contact for Ferrero’s consumers, and handle their queries for a range of Ferrero products. At the core of the Ferrero Consumer Care team, you will ensure that the Ferrero consumers receive the quality of care expected, while following the Ferrero procedures and quality processes. You will handle queries and consumer complaints in relation to these products and their consumption, as well as liaise daily with the Ferrero teams with regards to order management. The role requires you to have excellent interpersonal skills, and the ability to respond to consumers and parents in an empathetic, caring and friendly manner. We are looking for colleagues to join our team for a busy Christmas period (with a potential for extension), who will embrace Konecta’s values and represent this well-loved client.
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Responsibilities
- Address Consumer needs by developing and maintaining an excellent knowledge of the client’s products
- Manage interactions through the agreed processes and provide Consumers with a consistently high standard of service.
- Understand the full portfolio of the client’s products, and utilise this knowledge to solve Consumers' needs and pain points.
- Maintain a good Knowledge of Consumer Programs
- Develop knowledge and understanding of the consumer programmes to effectively handle queries and overcome any objections faced.
- Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers
- Maintain systems understanding to support our Consumers in an Omni-channel way
- Interact with Consumers in a multi-channel environment, supporting queries, answering questions, providing essential support and coaching via various channels (e.g. phone, email, or social media).
- Accurately capture the Consumer needs in our systems and direct the resolution (if not completed on first interaction) to the appropriate team.
- Support the assigned Line of Business
- Provide constructive feedback on system functionality, available tools, processes, etc.
- Share consumer insights.
- Address opportunities for improvement.
- Support the team in achieving team and client’s objectives
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Requirements
- Ability to communicate effectively and empathically with a wide range of consumers and members of the public
- Good communication skills, both written and verbal in English, in order to communicate with consumers in a clear and precise way.
- Ability to take ownership of each consumer journey, anticipating needs and persevering to resolve cases through personalised solutions.
- A problem solving attitude, with the ability to both follow established processes and to adapt your style of communication to every particular need.
- Customer care experience, preferably within the food industry sector
- Technical skills: ability to use Google suite and Microsoft office, strong typing skills. CRM Knowledge such as Zendesk will be a plus
- Flexible to work shifts
- Self-motivated and a team player
- To have fun at work!
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