Customer Service Team Member - Toronto, Canada - The Coca-Cola Company
Description
***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 problemsolve 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 highlevel of customer service expected by our internal and external customers.
- Proactive goaloriented 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
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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.
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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
Troubleshooting; Microsoft Office; Recordkeeping; Relationship Building; Customer Relationship Management (CRM); Technical Support; Oral Communications; Detail-Oriented; Customer Service; Computer Literacy
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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