Vacancy

CR Officer,
Full-time

China, Shanghai, Shanghai

Business unit: DP China & North Asia

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.

Responsibility

• Carryout all work according to AkzoNobel HSHE policy to prevent any incidents to you or other personnel.
• Receive, monitor, analyze and resolve customer inquiries and complaints
1. Coordinate complaints / inquiries resolution with other division(s), individual(s) as and when appropriate
2. PS and Incident complaint handling and report timely
3. Coordinator in complaint handling flow chart identifies and records information relating to different department insight, timely discovers crisis impact to business or operation process.
• Receive and process compensation request of complaint resolution :
Report and feedback on any compensation abused the authority of compensation limit
• Perform periodic data analysis
1. Monthly individual performance review and present on CR monthly review meeting
2. Sensitive Report/ Escalation to leader for Complaint Hot Spot raise
3. Analyze management requirements on customer information
• Fully support supervisor daily work and ensure individual performance on/above target.
1. Collect customer feedback and suggestions, customer visit in demand.
2. Optimize Complaint handling process flow to serve customer better
3. Ensure individual KPI on/above target
• Customer Satisfaction work
1. Process escalated external complaints
2. Establish and maintain relations between company and customer. Enhance customer recovery satisfaction and keep their loyalty
• Coordinator in complaint handling flow chart identifies and records information relating to different department insight, timely discovers crisis impact to business or operation process
• Process escalated external complaints
• Ensure individual KPI on/above target
• Collect customer feedback and suggestions, customer visit in demand
• Optimize Complaint handling process flow to serve customer better
• Establish and maintain relations between company and customer. Enhance customer recovery satisfaction and keep their loyalty
To some important and incident complaints, need to firstly report to CR Operation Manager and take related actions immediately..

Vacancy data

Organisation

Job characteristics

Closing date

December 31, 2099

Vacancy number

1700001W

Continent

Asia

Country

China

State/Region/Province

Shanghai

Site

Shanghai

Business unit

DP China & North Asia

Job family

Sales_Cust_Serv

Hierarchy level

Professional/Experienced/Specialist

Full time/part time

Full-time

Contract type

Permanent


Job requirements/Candidate profile

• Diploma is minimum. Preferably bachelor degree holder
• At least 3 years Customer service/complaint handling experience
• Office software skill
• Manufactory working background is preferred

Apply