Advisor, Customer Service Team

The Coca-Cola Company

Aug 9, 2024

Applications are closed

Job
Full-time
Junior Level
Toronto

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.

Responsibilities

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.
Understands 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.

FAQs

What is the primary responsibility of the Advisor, Customer Service Team?

The primary responsibility is to provide service and support to our customer base, resolving escalated consumer quality complaints and effectively engaging with customers through multiple contact channels.

What qualifications are required for this position?

Candidates should have an Associates Degree or Bachelor’s Degree in Business or a related field, along with 2+ years of customer service or contact center experience and experience utilizing Microsoft Office.

Is experience with CRM software necessary for this role?

While CRM experience is preferred, especially with SAP P08 & P40 and Salesforce, it is not required.

What skills are essential for the Advisor position?

Essential skills include customer service, troubleshooting, relationship building, attention to detail, technical support, oral communication, and proficiency in Microsoft Office.

How does the company ensure customer satisfaction?

The company ensures customer satisfaction by accurately diagnosing service issues, utilizing effective communication skills, and following up on escalated complaints to achieve resolution.

Will I be expected to handle multiple projects at once?

Yes, candidates should have the flexibility to manage multiple projects and initiatives simultaneously, executing them to completion.

What kind of brands does Coca-Cola Company represent?

The Coca-Cola Company portfolio includes over 250 products featuring some of the most popular brands in the world, such as Coca-Cola, Simply, Fairlife, and Topo Chico.

Is there an opportunity for team-building activities in this role?

Yes, candidates are expected to actively participate and contribute to engagement and team-building activities as part of their responsibilities.

Are there opportunities to influence the company's consumer engagement practices?

Yes, the role involves recognizing opportunities to reduce further escalation by leveraging advanced consumer engagement practices, enhancing overall service quality.

What type of follow-up is involved in this position?

The position requires contacting consumers to follow up on escalated quality-related complaints and acquiring necessary details to resolve any issues effectively.

The Coca-Cola Company

Retail & Consumer Goods

Industry

10,001+

Employees

1892

Founded Year

Mission & Purpose

The Coca-Cola Company is a global beverage corporation that offers over 500 brands in more than 200 countries and territories, including well-known products such as Coca-Cola, Dasani, Fanta, and Sprite. Their ultimate mission is to refresh the world and inspire moments of optimism and happiness through their beverages. The company's purpose is to continually transform their portfolio by reducing sugar in their drinks, introducing innovative products, and minimising their environmental impact through initiatives like water replenishment and recycling. With their bottling partners, they employ over 700,000 people, contributing to economic opportunities in communities worldwide.