About us: We are a global leader in the food industry, dedicated to bringing health through food to as many people as possible. We offer a wide range of products that promote the well-being of consumers, including dairy, plant-based options, and specialised medical foods. As part of the customer care team, you will play an essential role in delivering exceptional service to our consumers, representing a well-loved brand known for quality and innovation.
Job Overview: As a Customer Advisor, you will be the first point of contact for consumers, providing outstanding customer care and support across all communication channels. You will handle queries, product-related concerns, and consumer complaints, ensuring that all interactions are managed in a professional, empathetic, and friendly manner.
You'll be part of a multi-skilled team, collaborating closely with subject matter experts, quality, and knowledge specialists to deliver the best possible experience for our consumers.
The role requires a fluent Finnish speaker with strong English communication skills to effectively engage with both local and international teams.
Key Responsibilities: - First Point of Contact: Provide excellent customer care by addressing consumer queries, complaints, and product-related concerns across multiple channels (phone, email, chat, etc.).
- Product Expertise: Offer knowledgeable advice on the full range of our products, including food products and foods for special medical purposes, ensuring consumers are fully informed on product use and benefits.
- Complaint Resolution: Manage consumer complaints with empathy, professionalism, and a focus on finding timely, personalised solutions to ensure customer satisfaction.
- Ownership of Customer Journeys: Take full ownership of each customer case, anticipating needs and ensuring that all queries are resolved in a thorough and efficient manner.
- Team Collaboration: Work closely with subject matter experts, quality specialists, and other team members to ensure that Danone's high standards of customer care are met.
- Adherence to Processes: Follow procedures and quality standards to ensure consistency in service delivery and to maintain the brand's reputation for excellence.
- CRM Management: Record and track all customer interactions in the CRM system (such as Salesforce), ensuring accuracy and effective case management.
- Shift Flexibility: Be flexible and available to work across different shifts to support consumer needs at various times of the day.
- Continuous Improvement: Contribute to team discussions and offer suggestions to improve customer service processes and practices.
Skills and Qualifications: - Fluent Finnish Speaker: Must be fluent in Finnish, with strong written and verbal communication skills.
- English Proficiency: Excellent written and verbal communication skills in English to work effectively with internal teams and external resources.
- Customer Care Experience: Experience in customer service, preferably in the food industry, or a similar consumer-facing role.
- Empathy & Communication: Ability to communicate empathetically and effectively with a wide range of consumers, ensuring a positive customer experience.
- Interest in Food and Nutrition: Strong interest in food products and foods for special medical purposes, with a passion for helping consumers understand their options.
- IT & CRM Skills: Proficient in using Google Suite, Microsoft Office, and CRM tools (Salesforce experience a plus). Strong typing and computer skills are required.
- Flexible & Adaptable: Ability to work across shifts, adapt to changing workloads, and maintain a positive attitude in a dynamic environment.
- Team Player: Self-motivated, with a strong ability to collaborate effectively within a team.
- Positive & Fun: A positive, upbeat attitude with a focus on enjoying the work and contributing to a supportive, enjoyable work culture.
Why Join Us? - Impactful Role: Your work will directly influence the experience of our consumers, contributing to the reputation of a globally trusted brand.
- Collaborative Environment: Be part of a dynamic, multi-skilled team that values empathy, collaboration, and mutual support.
- Opportunities for Growth: We offer a clear path for career progression and professional development within a global company. We value diversity, encourage flexibility, and ensure that work is not just about results - it's about having fun, too!
If you're a Finnish speaker with a passion for delivering excellent customer service and an interest in food products, we'd love to hear from you. Apply today and join a team that's dedicated to making a positive difference in the lives of our consumers.
