Friday , January 21 2022

Customer Engagement Associate – Jobs at Coca Cola

Website Coca Cola

Job Description:

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, whether it be established, new, internal, or external customers. You’ll handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels. This role is critical in supporting the Company’s goals and you’ll be on the front lines of providing them the highest quality service.

Job Responsibilities:

  • Accurately capture the voice of our customers to drive first call resolution across functions.
  • Escalate customer issues within established guidelines to ensure timely resolution.
  • Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
  • Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels.
  • Provide equipment service and general customer support through successful resolution.
  • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
  • Access multiple system applications simultaneously to effectively service customers. Actively participate and contribute in engagement and team building activities.
  • Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
  • 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.
  • Assist with projects per business needs.

Job Requirements:

  • CRM experience preferred, but not required
  • 2+ years customer service or contact center experience with great communication and people skills
  • High School Diploma or equivalent
  • Microsoft Office experience required

Job Details:

Company: Coca Cola

Vacancy Type:  Full Time

Job Location: Montgomery, AL, US

Application Deadline: N/A

Apply Here