At a Glance
- Tasks: Provide expert product advice and manage customer complaints with empathy and enthusiasm.
- Company: Join Danone, a leading company in the nutrition sector, at Canary Wharf.
- Benefits: Enjoy a fun team culture, gym discounts, and career development opportunities.
- Other info: Full training provided, with opportunities for progression and salary increases.
- Why this job: Make a real difference in customer experiences while growing your skills.
- Qualifications: Strong communication skills and experience in customer care are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Canary Wharf, Greater London, United Kingdom
Client: Danone
Hours: 40 hours per week
Operational hours: Monday to Friday 8am till 10pm, Saturday 8am till 10pm
Main Purpose of Role
As a Quality & Product Specialist, you will be responsible for providing an excellent customer experience by offering reassurance, advice on products and responding to complaints in an empathetic, enthusiastic, and friendly manner. This role requires strong prioritization skills to ensure all key performance indicators (KPIs) are consistently met while effectively handling quality-related challenges. You will manage escalations, responding promptly to highly complex and emotive complaints to mitigate potential crisis situations. Additionally, you will oversee the handling and sending of complaint samples to factories for thorough investigation, ensuring accurate and up-to-date consumer and customer contact records. By analysing customer feedback and complaints, you will contribute to the improvement of products and services, ensuring the business continues to meet high standards of quality and customer satisfaction.
Key Responsibilities
- Provide expert product advice and reassurance to consumers, patients, carers, and healthcare professionals (HCPs)
- Prioritize workload efficiently to ensure KPIs are met consistently
- Manage escalations and respond quickly to highly emotive and complex complaints
- Ensure all consumer/customer contact records are accurate and up to date
- Investigate inquiries and complaints thoroughly, ensuring comprehensive responses to consumers and customers
- Follow the correct escalation procedures, working collaboratively with different areas of the business
- Contribute to monthly reports by providing data, feedback, trends, and analysis to support product and service improvements
- Identify and act upon customer satisfaction trends to drive continuous service enhancements
- Handle and send complaint samples to factories for investigation
- Proactively highlight opportunities for product and process improvements based on customer feedback
Skill Required
- Excellent communication and interpersonal skills, with the ability to engage empathetically with consumers and HCPs
- Strong written and verbal skills to ensure clear and professional communication
- Ability to prioritize workload effectively to meet business objectives
- Experience in customer care, preferably within the healthcare or nutrition sector
- Strong attention to detail and problem‑solving skills
- Ability to manage complaints and escalations effectively
- IT skills, including proficiency in Microsoft Office and CRM software such as Salesforce
- A proactive approach to identifying opportunities for service improvements
- Self‑motivated and a team player
Benefits
- Konecta UK working culture of fun and sociable team environment
- Eye test vouchers and discounts
- Discounted corporate gym membership
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid reward of £500
- Apprenticeships, qualifications and career flight path schemes
- Recognition and reward schemes with Perkbox
- Cycle to work scheme
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Whilst you will be supporting the Danone contract whose opening hours are 8am – 8pm Monday to Friday and 10am – 5pm Saturday, your Konecta contracted hours will be 8am – 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.
Systems & Training
Full training will be given by Konecta and will include supporting ongoing training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as the Data Protection Act and all other systems and soft skills training.
Growth and Development
The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Quality & Product Specialists are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility will be rewarded with a salary increase.
Product and Quality Specialist employer: Tccc
At Danone, located in the vibrant Canary Wharf, we pride ourselves on fostering a fun and sociable work culture that prioritises employee well-being and growth. As a Quality & Product Specialist, you will benefit from comprehensive training, career development opportunities, and a supportive team environment, all while contributing to meaningful improvements in customer experience and product quality. With additional perks such as gym membership discounts, recognition schemes, and community involvement, Danone is an excellent employer for those seeking a rewarding career in the healthcare and nutrition sector.
StudySmarter Expert Advice🤫
We think this is how you could land Product and Quality Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tccc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tccc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product and Quality Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tccc:Your cover letter is your chance to shine! Tell us why you want to work at Tccc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tccc!
How to prepare for a job interview at Tccc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
