What you can expect:
As HR Customer Care Specialist you will provide world class support for active and former Coca-Cola employees, serving as the main point of contact for every program or policy inquiry and other HR related on demand requests or concerns, including complex, sensitive and/or confidential inquires, received thru any of the available contact channels such as: phone, email, chat, video, etc. This will be done by:
- Ensuring proper understanding of employee’s needs or concerns
- Communicating with professionalism while building a trust relationship to become the first and main point of contact for the employees
- Conducting appropriate research and analysis according to each request
- Determine and providing accurate first contact Resolution and key on demand data whenever possible
- Managing employee’s end to end cases
- Using the right available tools and documenting all relevant information
- Setting right expectations with the employees and others involved in terms of time required to complete request and authority and documentation needed to complete requests.
- Following up when cases need to be escalated with all parties involved
- Ensures all service request are recorded in Salesforce as a case, ensuring accurate and timely keying in of data.
- If required to hand over a case to the team member, this hand over to be completed with full information and content in the case notes and entered into the correct and agreed queue.
- Review and act on client feedback to help improve service delivery.
As Customer Care Specialist you will also be responsible to prepare high volume on-demand key requests such as Verification of employment letters and customized reports as required by the organization.
You will take pride in delivering timely training to all New Hires and New Managers in the company in HR related processes, tools and resources available. You will keep track of training history and help improve team’s expertise, by sharing relevant examples and best practices.
Being an expert on all HR related processes, company tools, policies and procedures and Business Unit specifics, you will identify any self-training gap, missing or wrong information at the company documentation and/or processes that need to be optimized and address it immediately as appropriate to ensure the gap is closed, reference materials are updated and/or processes are improved. You will analyse possible problems or issues and involve proper resources to identify root causes and help implement the right solution.
As Customer Care Specialist you will meet and exceed quality and productivity metrics while maintaining a constant focus on improving the Customer Experience and attaining high levels of Customer Satisfaction.
Experiencia y aptitudes deseadas
What you need to be successful:
We are looking for an experienced individual with a strong customer service orientation as well as strong problem solving and analytical skills.
This role requires at least three years in a Customer Service role, preferable in a contact centre environment as well as experience in training delivery and interpreting data analytics.
As future Customer Care Specialist at Coca-Cola you must have strong communication and active listening skills and also have proven in your previous work a good time management and the willingness to support customers in a professional and efficient manner. Excellent language skills in English and another European languageare required for this role. Previous experience in an HR Function, experience with case management tools and experience in using lean management/six sigma would be preferred.
That sounds appealing? Then start now – let’s put your passion into action.
At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.
Relocation costs are not provided for this job. By applying for this job, candidates understand and acknowledge that the Company will not provide relocation assistance or support and that relocation will be entirely the responsibility of the candidate.