Consumer Affairs Rep.

2 weeks ago

Quebec Province, Canada FreudenbergFHP Full time

**The Consumer Affairs Representative provides a wide array of consumer contact touchpoints, capturing product feedback and communicating our company belief in brand quality directly to consumers. The role holder acts as the voice of our consumers to our Marketing Teams.**

**Le représentant du service à la clientèle fournit un large éventail de points de contact avec le consommateur, en récoltant les retours sur les produits et en communiquant les valeurs de notre compagnie concernant la qualité du produit directement au consommateur. Le titulaire du rôle agit en tant que voix du consommateur pour l’équipe marketing.**

**Responsibilities**
- Foster strong customer care support and best practices to maintain a high level of consumer satisfaction based on timely responses to build brand loyalty. Live LEARN approach: Listen; Empathize; Apologize; React; Now.
- Respond/manage consumers direct feedback and message tracking in social media management platform.
- Build a strong knowledge of our branded products to best assist consumers. Work closely with marketing team to understand brand message, product benefits, promotions, etc.
- Process consumer product orders and replacement product including process of shipping product to consumers in collaboration with FHP shipping department and a third-party fulfillment vendor.

*
- Promouvoir un bon service à la clientèle et les meilleures pratiques afin de maintenir un haut niveau de satisfaction des clients basés sur des réponses rapides pour construire une confiance de marque. Faire preuve d’écoute, d’empathie, de résolution et de réaction (LEARN).
- Traiter les demandes et les plaintes des consommateurs reçues via courriel, les plateformes de médias sociaux et téléphone, et les enregistrer dans CAFÉ.
- Répondre/gérer les retours directs des consommateurs et le suivi des messages dans une plateforme de gestion des réseaux sociaux.
- Construire une forte connaissance sur nos produits de marques pour mieux assister les consommateurs. Travailler étroitement avec l’équipe marketing pour comprendre le message de la marque, les avantages des produits, les promotions, etc.
- Traiter les commandes de produits des consommateurs et les produits de remplacement incluant le traitement des produits d’expédition aux consommateurs en collaboration avec le département d’expédition FHP et un fournisseur de services d’exécution tiers.

**Qualifications**
- Must be fully bilingual English/French (written and verbal).
- Must be able to work a part-time schedule, 25-29 hours/week, including full days on Saturdays and Sundays (working 8 hours each of those days, between the hours of 8:00 am-8:00 pm EST). For the remainder of the hours throughout the week, evenings are preferred.
- Ability to work remote from your own home office.
- Experience in direct response customer care/support.
- Knowledge of social media communication channels. Intermediate knowledge of Excel and PowerPoint.
- Confident, adaptable, self-starter, independent, with strong communication skills including writing and data-entry speed skills. Upbeat, positive problem-solver and enthusiastic to help make our consumers happy.

*
- Être parfaitement bilingue anglais/français (à l’oral et à l’écrit).
- Pouvoir travailler avec un horaire à temps partiel, soit 25h à 29h par semaine, incluant des jours complets les samedis et dimanches (8h par jour la fin de semaine, entre 8h et 20h EST). Pour les heures restantes, les soirées sont préférables.
- Pouvoir travailler à distance (télétravail)
- Avoir de l’expérience avec le service à la clientèle
- Avoir une connaissance des canaux de communication des réseaux sociaux et une connaissance moyenne de Excel et PowerPoint.
- Être confiant, capacité d’adaptation, autodidacte, indépendant, avec des fortes compétences de communication incluant à l’écrit et une bonne vitesse de saisie des données. Être optimiste et positif pour résoudre des problèmes et enthousiaste afin d’aider les consommateurs à être heureux.

**Job Type**: Part-time
Part-time hours: 25-29 per week

Pay: $20.00 per hour

**Benefits**:

- Employee assistance program
- Flexible schedule
- Paid time off
- Wellness program
- Work from home

Schedule:

- 4 hour shift
- 8 hour shift
- Evening shift
- Every Weekend

Supplemental pay types:

- Bonus pay

Application question(s):

- Please confirm you understand that this role is part-time 25-29 hours/week, including full days on Saturdays and Sundays (working 8 hours each of those days, between the hours of 8:00 am-8:00 pm EST). For the remainder of the hours throughout the week, evenings are preferred.

**Experience**:

- Customer service: 1 year (required)
- Social media management: 1 year (preferred)
- Microsoft Excel: 1 year (required)

**Language**:

- English (required)
- French (required)

Work Location: In person

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