Consumer Care Specialist Dach

Home to the world's best loved and trusted household brands like Air Wick, Cillit Bang or Calgon. Essential Home is an exciting, agile and entrepreneurial business, truly focused upon delivering great results and value creation. We ‘Make a House Your Home’, through trusted products that transform people’s homes into clean, fresh and inviting spaces. Each day, we strive to make the highest quality air care, laundry, surface and pest products for our customers.

Our culture is built on action, accountability, local ownership and care for each other. We are a flat and effective organisation, well connected for faster decision making, leveraging our global scale and resourced in the Markets to win with consumers and customers. Our structure is agile, leveraging shared services to take on transactional tasks freeing up our expertise to focus on the impactful opportunities. We have a shared passion for delivery, a strong sense of ownership as we will all be founders of this business. Importantly, we will care for each other as there will be challenges every day, but we will all be exceptionally proud of what we create together.

**About the role**:
The Consumer Care Specialist will be responsible for ensuring a positive consumer experience by identifying and addressing consumer concerns, effectively resolving them with care and empathy. The individual is also responsible for identifying and reporting product Quality Complaints that may negatively affect the Brand reputation. This role will be based in Heidelberg (Germany) and is part of a global team.

**Your responsibilities**:

- Positive consumer experience and engagement
- Brand building and consumer advocacy
- Insights and business growth
- Efficiency and compliance
- Protect brand Reputation addressing consumers concerns in effective manner
- Oversees the process for sending reimbursement to consumers in a timely manner, making sure that reimbursement is approved by relevant people
- Works closely with cross functional teams including legal, quality, R&D, Brand when investigating consumer claims or responding to consumers on specific issues
- Identifies and communicates to CR Management on product quality trends, product suggestions and improvements
- Support outsourced Call Center Representatives
- Communicate technical information in a consumer-friendly manner
- Manage consumers' expectations in resolving consumer's concerns.

**The experience we're looking for**:
As we aim for the best possible consumer experience for our products, we're looking for a person who has strong communication skills combined with friendly and polite manners (towards both consumers and internal colleagues).

Additionals skills that we would love to see:

- Proactive and keen on learning new things
- Effective diplomatic written skills
- Fluent English and German is a must-have
- Independent and self-organized working style
- Networking skills, likes to connect with local stakeholders
- Flexible, adaptable and comfortable with change
- Comfortable with handling Reckitt products that may be sent back by consumers
- FMCG-experience will be considered as an advantage

**The skills for success**:
Self-organization, great communication skills, motivation to ensure a best-in-class consumer experience, networking, flexibility

**What we offer**:
With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. You will be rewarded in line with Reckitt's pay for performance philosophy.

**Equality**:
We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.