The Role

Here at Royal Canin we are experiencing a period of growth and as a result have a new opportunity for a digitally savvy and passionate Customer & Social Media Care Advisor to join the team in a 12-month fixed term contract, which could extend to permanent depending on how the role evolves.

Responsible for helping deliver outstanding consumer experiences with the Royal Canin and Eukanuba brands, this position contributes to building and protecting both Eukanuba and Royal Canin’s corporate reputation, delivering excellent care service on products and services principally through email and digital channels, anticipating problems early and effectively managing complaints.

You will work with Corporate Affairs, Digital and sales teams to help you respond to consumers enquiries and occasional complaints, primarily through email and social channels, hence your ability to collaborate with cross functional teams will be critical. 

What are we looking for?

• Qualification in relevant discipline highly regarded;
• Previous customer service and social media experience with strengths in complaints handling essential;
• Ability to confidently navigate a variety of systems and platforms;
• Excellent written and verbal communication skills; experience with digital and social communication required;
• Demonstrated ability to multi-task & work within a fast paced and busy environment.

What would be your key responsibilities?

• Provide consumer assistance primarily through email and social media, formulating responses to escalated social media posts;
• Respond to consumer/customer product/nutrition related email, social media and telephone enquiries; working with our veterinarian team to formulate appropriate responses to anything deemed as sensitive or complex;
• Collection and data entry of pet owner and pet data using our Global Customer Relationship Management (CRM) system;
• Review existing communication processes and look for opportunities for continuous improvement;
• Preparation and analysis of data and Voice of the Consumer.

What can you expect from Mars?

• Awarded #4 (over 1000 employees category) in the 2020 Best Places to Work study by Great Place to Work Australia;
• Genuine focus on your development with access to world class training;
• Global health and wellbeing program to support work-life balance;
• Opportunity to make a difference with our volunteer and ambassador programs;
• Work within an environment where pets really are our best friends, with dogs in the office.

About us:

What do MARS®, SNICKERS®, EXTRA®, ECLIPSE®, PEDIGREE®, WHISKAS®, DOLMIO®, MASTERFOODS ® and ROYAL CANIN® have in common? They’re all made by Mars. We’re a family-owned, principle led business that’s been making products for people (and the pets they love) for more than 100 years. Together, our 125,000+ Associates around the world are empowered to take action every day towards the world we want tomorrow. Because we know, the world we want tomorrow starts with how we do business today. 

For more information visit careers.mars.com  

Mars Australia & New Zealand is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. As we prefer to manage all sourcing directly, introductions via agency will not be accepted.

COVID-19: The health & safety of our associates, candidates and our community are very important to us. Therefore, we will be completing all our recruitment processes via digital channels for the near future.

If you require any assistance or alternatives, please contact us directly.