Customer Service Advisor - MENA

Arla Foods is currently looking to recruit a Consumer Care Advisor to join us, working hybrid from our office in Dubai. This is a unique opportunity to be the sole dedicated Consumer Care Advisor for the MENA region, while being an integral part of a vibrant team of digital media and creative professionals. You’ll be joining a dynamic, collaborative environment that thrives on innovation, creativity, and delivering exceptional brand experiences.

As a Consumer Care Advisor, you will manage our end-consumer care line and serve as our consumers’ first point of contact for any inquiries, queries, or complaints. Providing a vital link between the consumer and internal departments such as our technical and production teams, you will work to resolve or escalate any issues in a timely manner.

You will also be able to build strong working relationships with both internal and external stakeholders, working closely with our Marketing and Brand teams to ensure you are kept up to date with any promotions or new product launches to ensure accurate information is relayed to the consumer. You will be focusing on providing excellent customer service and enabling the business through insight and data reporting.    

Responsibilities

• Key responsibilities will include dealing directly with our Consumers via phone, email and social media channels via the Salesforce Service Cloud.
• Responding promptly to consumer inquiries and escalating them internally as required
• Managing consumer complaints and inquiries across various channels while maintaining a positive, empathetic, and professional attitude towards consumers at all times
• Ensure consumer satisfaction and provide professional consumer support
• Tracking complaints on Salesforce Service Cloud, assign it to the right stakeholders, and following up on its status.
• Manage and maintain Salesforce chatbot content and identifying areas of improvements within the flow
• Produce weekly reports and sending these out to key stakeholders within the business.
• Managing consumers database and develop CRM strategies
• Communicating and coordinating with internal colleagues as necessary
• Ensuring a seamless integration between Arla website, social media and the chatbot
• Updating FAQs and knowledge articles based on consumers interactions
• Providing feedback on the efficiency of the consumer care service process

Who are you

We are looking for a self-motivated candidate who has a passion for delivering excellent customer service. With a practical and common-sense approach to your work, you will have strong interpersonal skills with the ability to build effective relationships at all levels with internal teams, customers and external stakeholders.

To be successful in the role you will ideally have previous experience within a similar customer service role and will be comfortable using Microsoft Office applications and ideally salesforce solutions (including service cloud).

Furthermore, we imagine that you:

• Have experience using Microsoft Excel and Microsoft PowerPoint to analyze data and present reports
• Knowledge of MS applications and CRM systems
• Have a digital mindset
• Are a Bi-lingual Arabic and English speaker.
• Are a good communicator both verbally and in writing
• Remain composed and calm in consumer interactions
• Hold a bachelor degree in Food science, nutrition, communication is preferred.
• Solid organizational skills coupled with great attention to detail and structure
• Have 2-3 years of experience is desired
• MENA consumer care background and consumer understanding is required

Shape the Future of Dairy 

Arla is a global leader in the dairy industry, committed to producing high-quality products while championing sustainability and innovation. We're passionate about people and our planet, striving to unleash the full potential in each of us. Our goal is to make healthy dairy nutrition and good food habits accessible to all. Join us at Arla Foods and become part of a worldwide cooperative dedicated to making a significant impact on the planet and steering the dairy industry towards a sustainable future. 

We are devoted to creating a workplace where everyone feels valued and empowered to bring their authentic selves to work. Diversity and collaboration are key to our success, propelling us to new heights in the dairy industry. 

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