Job Description

Our client is an FMCG company.

Responsibilities:

• Handling customer complaints with professional protocol to ensure better customer satisfaction and Net Promoter Score (NPS).
• Driving corrective and preventive measures to avoid the recurrence of issues, and implementing proper and robust systems.
• Cooperating with internal and external stakeholders to ensure customer and business partner satisfaction throughout the handling process.
• Collaborating with global, regional, and local organizations to deliver overall quality performance according to best quality principles.
• Working with operations on defect reduction programs to achieve a zero-defect principle.
• Listening to customer queries professionally and resolving them effectively.
• Dealing with customers through applicable communication channels and coordinating with local teams.
• Monitoring customer quality performance and updating it according to defined regular status reports.
• Building strong customer relationships and networks to resolve complaints quickly and professionally.

Requirements:

• Bachelor’s and/or Master’s degree in Engineering or related fields.
• At least 10 years of experience in the industrial business.
• At least 5 years of experience in Customer Quality Service within a manufacturing business.
• Fluency in English.
• Strong interpersonal and communication skills, with a collaborative mindset.
• Ability to work independently and demonstrate strong leadership.
• Proficiency in analytical skills, with competence in statistical analysis tools.
• Experience in food or packaging quality compliance systems is an advantage.
• Good computer skills (Excel, Word, PowerPoint).