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Advisor, Customer Service Team

3 months ago

Old Toronto Ontario, CA Coca-Cola Full time

At the Coca-Cola Company, we believe the consumers are the center of our business and we’ve created a platform that enables us to engage directly with them. Our next generation listening and publishing capabilities are at the heart of this transformation and we’ve built dedicated global leadership to ensure end-to-end social listening across all markets. In this role, you’ll provide service and support to our customer base and resolve escalated consumer quality complaints. We’re looking for a candidate with a high degree of time management, self-motivation, judgment and critical thinking, attention to detail and negotiation skills.

What You’ll Do for Us

  • Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels.
  • Research and resolve issues for consumers, business partners and Company associates to expedite resolution of complaints using a variety of information systems.
  • Contact consumers to provide follow-up on escalated quality related complaints and acquire necessary details to resolve the issue.
  • Provide equipment service and general customer support through successful resolution.
  • Accurately capture the voice of our customers to drive first call resolution across functions.
  • Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
  • Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
  • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
  • Escalate customer issues within established guidelines to ensure timely resolution.
  • Understand performance metrics and apply knowledge to improve quality and capabilities to meet and/or exceed goals. Ensure new/revised processes are understood and immediately applied to customer interactions.
  • Access multiple system applications simultaneously to effectively service customers. Actively participate and contribute in engagement and team building activities.
  • Assist with projects per business needs.
  • Recognize opportunities to reduce further escalation to the media, legal entities or senior level company executives by leveraging advanced consumer engagement practices.

Qualifications & Requirements

  • Associates Degree or Bachelor’s Degree in Business or related field
  • 2+ years customer service or contact center experience with great communication and people skills
  • 2+ years’ experience utilizing Microsoft Office
  • CRM (Customer Relationship Management Software) experience preferred, but not required – (We use SAP P08 & P40 and Salesforce)
  • Ability to accurately input data, write routine reports and correspondence.
  • Maintain a high-level of customer service expected by our internal and external customers.
  • Proactive goal-oriented approach to decision making.
  • Proven Team Player who can effectively work with all levels of a global matrixed organization - Ability to adapt to changing demands and conditions.
  • Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.

What We Can Do For You

  • Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
  • Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

Skills: Recordkeeping; Troubleshooting; Microsoft Office; Computer Literacy; Customer Service; Detail-Oriented; Oral Communications; Technical Support; Customer Relationship Management (CRM); Relationship Building.

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