Consumer Engagement Assistant

Job Description You are to achieve great consumer satisfaction by ensuring consumers? requests or queries via in-bound are being addressed correctly and in a timely manner.
To assist Drypers Baby Club Members and be a Drypers consumer advocate.
To maintain Drypers? position at the forefront of the baby diaper business.
To serve as a channel for consumers and Drypers Baby Club Members to voice their comments, concerns & feedback where useful and critical information can be turned into actionable steps by the Baby Marketing.
You are Excited on...
Consumer Handling Management
Handle all Drypers Baby Club enquiries via websites, toll-free, email, fax, office line, normal mail & promoters for Baby Marketing.
Recognize high risk consumer complaints and take swift action to resolve case before it escalates by direct negotiation with the consumer.
Process all the redemption complains received and to be escalated to fulfillment agency for further action.
Arrange & coordinate items replacements for consumer comments & retrieval of defective products to be sent back to various plants for investigation.
Follow-up with complaints until the issue is resolved.
Act as Consumer Care Information System (CCIS) 2 administrator.
Compile and consolidate all complaints received.
PointShop Support
Extract and send welcome gifts and sample list.
Extract and send Point Shop orders list.
Monitor gifts, cover letters and envelopes inventory at fulfillment agency.
Update gift inventory at website.
Others
Generate Unique Code as and when required.
Provide support and work with Consumer Engagement Team when required.
New members recruitment at expo, arrangement and coordination.
Data entry for campaign contest and recruitment forms.
You are Confident having...
Diploma / Degree with Management, Psychology, Marketing, Communication or business discipline.
Minimum 2 years working experience in consumer care, customer service or call center environment.
Good communication skills both oral & written. Communication in Chinese dialects is a MUST.
Proficiency in Microsoft Office Applications.
Friendly personality with good consumer care skills.
To work in a fast moving working environment and able to cope with tight timelines
* Fresh graduates would also be considered.