Customer Care Associate

About Kerry

About the role

The Associate Customer Care is responsible for supporting a world‑class customer experience by ensuring the accurate creation, management, and maintenance of customer documents, technical documentation, and managing customer disputes with precision and professionalism. Through strong ownership, attention to detail, and effective collaboration with cross‑functional teams, this position upholds data integrity, supports efficient dispute resolution, meets service level expectations, and enables seamless end‑to‑end case management.

Key responsibilities

• Create, update, and maintain customer master data, product data, and technical/service documentation in compliance with established standards.
• Ensure accurate processing of data requests (e.g., new customer setup, data corrections, document validation, attribute updates).
• Maintain data repositories, document libraries, and version control to guarantee up‑to‑date and audit‑ready documentation.
• Conduct regular data quality assessments, identifying discrepancies and driving corrective actions.
• Manage, document, and track customer disputes in alignment with internal policies.
• Collaborate with Finance, Sales, and Customer Care teams to investigate, validate, and resolve disputes within established timelines.
• Ensure all dispute cases are clearly documented, with root causes identified and preventive actions recommended when applicable.
• Manage and track documentation requests, data cases, and dispute tickets in Salesforce, ensuring timely follow-up and resolution.
• Maintain and update reports, dashboards, KPIs, and data logs to support operational visibility and business needs.
• Participate in continuous improvement initiatives aimed at optimizing documentation workflows, dispute resolution processes, and data governance procedures.
• Collaborate closely with the NAMER team and other GBS teams to ensure consistency, accuracy, and alignment in customer data and dispute handling.

Qualifications and skills

• Advanced English proficiency.
• Experience with SAP (preferably in master data, billing, or dispute-related modules).
• Familiarity with Salesforce for case and dispute management.
• Ability to analyze and visualize data using Power BI.
• Advanced Excel capabilities (data analysis, formulas, lookups, pivot tables, data validation).
• Understanding of technical documentation standards (preferred).