Job Description

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!

Learn more: jti.com

Job title: Customer Care Associate

Department: Marketing

Location: Milan, Italy

Reporting to: CONSUMER CARE MANAGER

Role: Permanent

Customer Care Associate

Position purpose:

The Customer Care Associate supports the Customer Care team in delivering seamless and consumer centric omnichannel service experience. It contributes to both operational cases handling and strategic initiatives across Reactive Care and outbound engagement campaigns, with the objective of strengthening consumer satisfaction, loyalty, and retention.

This role collaborates with global and teams (Marketing, Sales, Legal, IT, Digital) and external partners, to ensure prompt and high quality service delivery to consumers while generating valuable insights that inform continuous improvement and proactive prevention.

Please note that this position is open to candidates belonging to protected categories under applicable legislation (Legge 68/99).

What will you do – responsibilities:

• Contribute to strategic design and implementation of Reactive Care programs, helping identify consumer trends, root causes, and prevention opportunities to maximize consumer satisfaction.
• Support the planning and execution of outbound engagement and retention campaigns, ensuring consistency across channels and alignment with consumer needs.
• Support the Consumer Care Manager in scripts’ review, optimization and internal validation with Brand, Consumer Journey and Legal teams.
• Collaborate with internal teams (Marketing & Sales, Legal, IT, Digital) and external partners to maintain service flow accuracy and operational excellence.
• Provide support in management and smooth escalation for complex cases
• Assist in monitoring service quality, KPIs and consumer feedback both for Reactive and Proactive initiatives, preparing insights and recommendations for improvement.
• Assist in the preparation of materials, insights and documentations for internal discussions with the objective of improving consumer retention and loyalty.

Who are we looking for – requirements

• Experience in customer service, consumer care, or related roles, ideally in FMCG.
• Strong understanding of omnichannel service models, case management processes, and consumer retention dynamics.
• Familiarity with service platforms (e.g. Trustpilot, SNOW, Magento) and KPI driven quality monitoring.
• Strong communication, problem solving, and collaboration skills.
• Consumer centric mindset with ability to translate issues into actionable insights.
• Strong organizational skills, attention to detail, and ability to work with external vendors and cross functional teams.

Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.

Should you have any questions, you are welcome to contact the recruiter - Veira Rodríguez, David

We offer:

Equal Opportunity Environment

A variety of challenging projects to develop skills

The freedom to express yourself

Work hard in a flexible, energizing, and fun environment where people thrive

Modern working space in the center of Milan & smart working opportunities

For the position you are currently applying for, the established hiring range is:

Annual Base Salary: Eur 33500 – 44100 gross/year

Please note that the final offer is determined by objective criteria, including your specific professional experience, technical expertise and the complexity of the responsibilities associated with the role level.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.