The Coca Cola company is seeking foran experienced Customer Care specialist to join our family! We are on thelookout for a dynamic individual in the Customer care Team who works closelywith the enterprise clients helping them achieve their business goals. TheCustomer Care specialist act as liaisons between our company and our currentand potential customers. The Roles’ primary responsibilities are building andmaintaining professional relationships with our employees and customers inorder to achieve long-term success. The incumbent specializes in one of thethree following areas: ECOM, dispatch, and call. This role functions as theBusiness Advisor to our clients working towards achieving their business goalsand success metrics with the ability to manage client relationships andexpectations. You must be Goal-oriented and data-driven to actively track bothperformance and drive metrics for Adoption and Usage for clients. The incumbentmust analyze customer data to improve the end-user experience. Should Workclosely with cross-functional teams, internal and external with ease to drivethese goals; and be Passionate about Customer Experience and ability to be anactive voice in guiding Product Roadmap. The incumbent should possess Excellentcommunication and presentation skills. Remember, communication is not what yousay but what the other person understands. Must Be a cultural champion andenergy driver. We always seek to recruit best talents globally and annually tomatch the multinational continuous growth objective. As a global icon and keeperof the world’s most valuable brand, our boundless opportunities attract thevery best experienced professionals, like you. Now more than ever is the timeto become part of the Coca-Cola Group. One of the reasons our company continuesto thrive after 130+ years is having a company culture that supports andrewards behaviours that lead to growth. Our “Growth Behaviours,” as we callthem, are ways of being and working that help to make us successful. Thinkabout how you can bring this to life by sending your CV and Cover letter foryour desired role at the Coca-Cola Company.

Key Roles & Responsibilities:

• Ensure proper understanding of employees'needs or concerns.

• Managing end-to-end employee cases.

• Communicate with professionalism whilebuilding a trusted relationship to become the first and main point of contactfor employees.

• Conduct appropriate research and analysisaccording to each request.

• Determine and provide accuratefirst-contact resolution and key on-demand data whenever possible.

• Use the right available tools and documentall relevant information.

• Set the right expectations with employeesand others involved regarding the time required and authority and documentationneeded to complete requests.

• Follow up with respective parties involvedwhen cases need to be escalated.

• Ensure all service requests are recordedin the company system/tool (case management tool) as a case, ensuring accurateand timely keying in of data.

• If required to hand over a case to anotherteam member, perform handover with complete information and content in the casenotes entered correct and agreed queue.

• Review and act on client feedback to helpimprove service delivery. Develop capability training/learning sessions, asnecessary.

• Recommends process improvement andparticipates in their implementation.

• Deliver timely training to all newemployees and new managers regarding HR-related processes, tools, and resourcesavailable, incl. keeping track of training history and helping improve yourteam’s expertise, by sharing relevant examples and best practices.

• Assist customers with the promotion andsales of our products; upsell products and services to customers whereappropriate.

• Oversee the processing and implementationof orders and other forms.

• Provide periodic reports to companymanagement on work activities.

• Follow set communication guidelines inaddressing various customer issues; ensure timely responses.

Payroll

• Respond to queries from employeesregarding pay slips, salaries, and other payroll-related questions.

• Partner with the Payroll team to gatherinformation to be able to resolve Tier 1 cases independently.

Benefits

• Respond to queries regarding ongoingbenefits programs and Flexible Benefits.

• Provide data for local benefits surveys ifapplicable.

• Support the Compensations & Benefitsteam to ensure communication channels (intranet and other internal systems anddatabases) are kept up to date on changes in benefit plans and programs,processes, and tools.

Key Skills & Qualifications:

• Minimum HND or Bachelor’s degree holder

• 3-5 years’ Experience in a customerservice environment as well as practical experience in HR, ideally gained in amultinational matrix organization preferably in shared-services or businessprocess outsourcing.

• Strong communication skills, oral andwritten, with natural ease in building sustainable relationships across variouscorporate functions locally and internationally.

• Strong MS Office skills, especiallyOutlook and Excel; Qualtrics and Workday knowledge are a plus.

• Prior experience in working with casemanagement tools, ideally MS Dynamics.

• Excellent active listening skills;Excellent customer service & de-escalation skills.

• Demonstration of good product and consumerthinking during his/her career.

• Customer focus and service mindset.Excellent planning and organization skills.

• Hands-on and a quick learner. Comfortablewith learning new technology

• Strong problem-solving and analyticalskills.

• Great time management and organizationalskills with the ability to prioritize according to business needs and urgency.

• Excellent follow-up skills and a teamworker. 

• Requirements is such a strong word. Wedon’t necessarily expect to find a candidate that has done everything listed,but you should be able to make a credible case that you’ve done most of it andare ready for the challenge of adding some new things to your resume.