Customer Service Team Member

1 week ago

Toronto, Canada The Coca-Cola Company Full time

***

**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.
- 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.
- 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 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 - 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**

Microsoft Office; Relationship Building; Technical Support; Supply Chain Strategies; Oral Communications; Customer Relationship Management (CRM); Troubleshooting; Customer Service; Detail-Oriented; Computer Literacy; Recordkeeping
**Our Purpose and Growth Culture**:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

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