Community Experience & Engagement Advisor

Job description

Our Story

At Purina, it's no secret that pets are our passion. Our vision is to be the world's most trusted company in enriching the lives of pets and the people who love them. We're dedicated to improving the health and lifestyle of cats and dogs through quality nutrition and care. Put simply, we believe a healthy pet makes for a happier home and our commitment to dogs, cats and their owners has made us a world leader in pet care.

The bonds we have with our pets nourish their lives as well as ours – we truly believe Pets and People are better together.

Based in Rhodes, the Consumer Engagement Team is an integral part of Purina, established to assist in building positive relationships with pet owners. The team provides advice on all aspects of pet care as well as handling customer enquiries and complaints via phone, email and social media.

Your Opportunity

We're looking for a Customer Service Superstar who is passionate about pets to join our Consumer Engagement Team!

Joining a dedicated team of pet lovers you will provide the highest level of information and advice to consumers in relation to pet healthcare & nutrition, pet behaviour and training as well as Purina's products. Your consumer touch points will include social media, live chat, email and phone calls.

Your key responsibilities will include:

· Responding to and resolving customer queries and complaints in a variety of channels including telephone, letter, e-mail, social, brand websites, live chat, product reviews and e-commerce
· Maintaining accurate information and documentation in our CRM Database
· Using social media monitoring tools to interact with consumers, fostering loyal advocates for Purina and sharing consumer sentiment with marketing teams
· Resolving product, promotion and service related queries and complaints; interpreting factory and commercial investigation results and communicating them with customers (verbally and written)
· Providing Purina product information and appropriate advice, and referring medical pet matters to a Vet professional
· Assisting the digital and brand teams with website management and maintenance with a focus on consumer experience. Ensuring content is updated and relevant for the desired brand outcomes and needs
· Proactively building your knowledge and a repository of information in an assigned category to act as the Consumer Engagement Champion of that category

About You

A passion for pets is essential !

This role is perfectly suited to a passionate, motivated customer service professional with outstanding communication skills. You will have a natural ability to empathize with concerned consumers, remain calm under pressure and take ownership of solving consumer queries to maintain and drive loyalty.

Computer savvy, you will feel confident using MS Office applications (including MS Outlook) and maintaining data in a CRM platform. Previous experience in social media monitoring and community engagement is an advantage, and experience using SalesForce and / or Social Studio will be highly regarded. Experience creating social content, including copywriting and design, is desirable but not essential.

Stepping into a busy, fast paced environment you will be an energetic, team player who can juggle multiple activities with positivity and a smile! Qualifications or experience within the pet industry will be highly regarded.

If you enjoy working with people who are dedicated, collaborative, and passionate about Petcare “Apply Now!”

Your Pets, Our Passion.

Nestlé Oceania supports a culture of diversity and inclusion in all that we do. Take a look at https://www.nestle.com.au/careers/ to see some of the ways we live and practice this every day in our workplace.