Kellogg's - Consumer Service Ambassador English or English with Italian

Required Language
English, Italian

Employment Type
Full time

Contract Type
Permanent

Description

Kellogg's - Consumer Service Ambassador English or English with Italian

At Kellogg's, we are dedicated to delivering exceptional service to our consumers and fostering connections with our beloved brands, including Kellogg's cereals, Pringles, and Cheez-It. We thrive in a dynamic environment where your outstanding communication skills will shine as you engage with consumers across various channels. You'll have the chance to leverage cutting-edge AI-powered translation tools that seamlessly integrate into our central database system. This is more than just a job; it’s an opportunity to represent iconic brands and make a meaningful impact on consumer satisfaction!

Hours of Operation:

• Monday to Friday: 8 AM to 5 PM
• Rotational Sunday Shift: This position requires occasional Sunday work, with compensation in the form of a rota day off.

Benefits Package:

• Learning and Development opportunities
• Career advancement within our Kellogg's account at Foundever
• Monthly incentive programme
• Quarterly Kellogg’s vouchers
• Fully remote, working from home. All equipment will be provided.
• Full paid training

What You'll Do:

As a Consumer Service Ambassador, you will be the face of our brand, using your exceptional customer service and language skills to foster meaningful, personalised connections with our consumers. Your role will involve responding to product inquiries, thoughtfully addressing suggestions, and skilfully resolving complaints across multiple channels, including telephone, email, WhatsApp, and social media. In our fast-paced environment, we prioritise a personalised approach, where your empathy and dedication shine through in every interaction. Your ability to build genuine rapport and tailor solutions to meet individual consumer needs will be paramount in delivering an outstanding service experience that reflects our commitment to quality and care.

Key Responsibilities:

• Respond with Empathy: Address all consumer inquiries within established timeframes, ensuring each interaction is personalised and empathetic.
• Product Expertise: Develop an in-depth understanding of Kellogg's, Pringles, and Cheez-It products and services to provide informed assistance.
• Effective Issue Escalation: Recognize when complex issues require escalation to the appropriate departments to ensure timely resolution.
• Professional Communication: Handle all correspondence professionally across various communication channels, maintaining a high standard of service.
• Accurate Documentation: Document all consumer interactions meticulously, adhering to established procedures to ensure consistency and quality.
• Administrative Record Maintenance: Maintain and update all necessary administrative records accurately to support operational efficiency.
• Tailored Solutions: Utilize comprehensive product knowledge to offer appropriate solutions that meet consumer needs.
• Quality Assurance: Meet and exceed quality monitoring standards to maintain the integrity of our service.
• Language Assistance: The candidate will facilitate communication in English and additional languages as needed, utilizing available translation tools and communication channels.
• Performance Goals: Achieve and surpass daily and weekly performance targets, contributing positively to the team’s success.
• Ad Hoc Tasks: Complete additional tasks as assigned, with full training provided to support your success in the role.

Required Skills & Experience:

• Excellent interpersonal and communication skills (verbal & written) to a native standard English with an ability to personalise communications
• Demonstrated customer service experience or natural aptitude
• Ability to create genuine rapport and show empathy in consumer interactions
• Strong organisational abilities
• Proficiency with MS Word/Excel
• Outstanding communication skills with ability to maintain composure in all situations
• Self-motivated with ability to work independently under pressure to meet deadlines
• Attention to detail is needed on every level and at every aspect of the consumer journey
• Ability to follow a process on a live call

At Kellogg's, we believe in putting consumers at the heart of everything we do. You'll be thoroughly trained to tak