Consumer Relations Advisor (Customer Service)

Consumer Relations Advisor plays a pivotal role in delivering exceptional consumer service through various communication channels, including phone, email, and chat. This role involves addressing consumer inquiries, providing information about products and services, and resolving basic issues efficiently and effectively. The Advisor will follow established protocols and scripts, ensuring a consistent and positive consumer experience. This position requires strong communication skills, a consumer-centric attitude, and the ability to work collaboratively within a team. The ideal candidate will be passionate about the consumer goods industry and have relevant experience, along with strong communication skills, a consumer-centric mindset, and the ability to thrive in a fast-paced environment.

Consumer Support:

• Serve as an expert on specific product segments, providing in-depth knowledge about features, benefits, and limitations.

• Address and respond promptly to consumer questions and complaints related to these products, guiding clients through troubleshooting processes and assisting with warranty claims or returns.

• Assess and analyze individual consumer needs and preferences to provide personalized recommendations on products that best suit their needs. This includes suggesting complementary products or accessories that enhance performance and overall satisfaction.

• Create and maintain accurate records of consumer interactions and resolutions.

• Make recommendations on messaging strategies, processes, and system updates to enhance the consumer experience. This includes suggesting changes to communication message tracks, streamlining complaint resolution processes, and advocating system enhancements that align with consumer needs and expectations.

• Investigate and resolve Tier 1 escalations, which may involve new questions or concerns about products or store policies. This includes gathering relevant information, collaborating with product or internal teams, and ensuring timely and accurate responses to consumer inquiries.

• Identify recurring themes or trends related to products or services and communicate to Service Delivery teams for review and action.

Consumer Engagement:

• Foster strong relationships with consumers by providing personalized support and product recommendations.

Knowledge Management:

• Make and implement recommendations to a knowledge base to help drive fast, accurate resolution for consumers.

Team Collaboration:

• Collaborate with team members to share best practices and improve overall team performance.

• Participate in team meetings and training sessions to continuously develop skills and knowledge.

• Support a positive team environment that encourages feedback, innovation, and collaboration.

Recommendations for Improvement:

• Collaborate with team members to identify opportunities for process improvements.

• Provide actionable recommendations based on data analysis and observed trends to enhance operational efficiency.

Documentation:

• Document work processes, procedures, and best practices to ensure consistency and adherence to standards.

• Maintain up-to-date documentation for training and reference purposes.

Collaboration:

• Work closely with contact center managers, senior managers, directors and senior advisors to ensure alignment on operational goals and objectives.

• Participate in team meetings and contribute ideas for enhancing team performance.