Customer Service Representative for Iconic Brands

2 weeks ago

Toronto, Ontario, Canada Coca Cola Full time
About Our Team

We are a global organization that believes in the power of consumer engagement. Our next-generation listening and publishing capabilities have transformed the way we interact with our customers, and we're looking for dedicated professionals to join our team.

Job Description

We're seeking a highly motivated Customer Service Representative to provide exceptional support to our customer base and resolve escalated quality complaints. In this role, you'll be responsible for delivering high-quality service via multiple channels, researching and resolving issues, and providing follow-up on escalated complaints.

Key Responsibilities
  • Act as a company ambassador through accurate issue diagnosis and deliver high-quality service via multiple channels.
  • Research and resolve issues for consumers, business partners, and Company associates to expedite resolution of complaints using various 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.
  • 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 requests to ensure customer satisfaction.
  • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer 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.
  • Access multiple system applications simultaneously to effectively service customers.
Requirements
  • Associates Degree or Bachelor's Degree in Business or related field.
  • 2+ years of customer service or contact center experience with great communication and people skills.
  • 2+ years of experience utilizing Microsoft Office.
  • CRM (Customer Relationship Management Software) experience preferred, but not required.
  • 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.
What We Offer
  • Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world.
  • 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:
  • Computer Literacy
  • Customer Relationship Management (CRM)
  • Customer Service
  • Detail-Oriented
  • Microsoft Office
  • Oral Communications
  • Recordkeeping
  • Relationship Building
  • Technical Support
  • Troubleshooting

We offer a competitive salary range of $68,900 - $85,500 annually.

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