Customer Care Specialist
Company: Coca-Cola
Location: San Jose
Posted on: April 8, 2021
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Job Description:
Location(s): Costa RicaCity/Cities: San JoseTravel Required:
Relocation Provided: Job Posting End Date: April 6, 2021Shift: Job
Description Summary: The Customer Care Specialist maximizes the
value of HR Services and Operations by providing world class
support for HR services, conducting research and resolution on
complex program and policy inquiries, helping solve personnel
concerns, processing key on demand data, such as Verification of
employment letters and specific reports, for active and former
Coca-Cola employees. The Customer Care Specialist focus on meeting
and exceeding the customers expectations, delivering rapid, right
first time solutions without visible handoffs to the customer,
responding to their inquiries via any of the available channels,
phone, email, chat, etc, demonstrating great depth of knowledge on
all processes and company policies and programs. The Customer Care
Specialist is responsible for delivering training for new Coca-Cola
employees, helping them to familiarize with the basic HR tools and
resources available for them. Is also responsible for delivering
process, tools training and provide coaching for new hires within
the same team. What Youll Do for Us: 1. 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
employees 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 employees end to end cases--- Using
the right available tools and documenting all relevant
information--- Setting right expectations with the employees and
others involved--- Following up when cases need to be escalated
with all parties involved 2.The Customer Care Specialist will
prepare high volume on-demand key requests such as Verification of
employment letters and will make them available for employees
within the less possible time. Will also prepare customized reports
as required by the organization and answer data interpretation
queries. Will improve the reporting capability by identifying
repetitive requests and standardizing and programing reports when
possible and adjusting to the organizations specific needs. 3. The
Customer Care Specialist is responsible to coordinate and deliver
timely training to all New Hires and New Managers in the company in
HR related processes, tools and resources available. Is also
responsible to keep track of training history. The Customer Care
Specialist is responsible for delivering process and tools training
to new hires within the same team. Also helps improve teams
expertise, by sharing relevant examples and best practices. 4. The
Customer Care Specialist is an expert on all HR related processes,
company tools, policies and procedures and BU specifics. The
Customer Care specialist will identify any self-training gap,
missing or wrong information at the company documentation and/or
processes that that need to be optimized and address it immediately
as appropriate to ensure gap is closed, reference materials are
updated and/or processes are improved. Analyses possible problems
or issues and involves proper resources to identify root causes and
be able to help implement the right solution. Actively participates
in customer satisfaction improvement initiatives. 5. The Customer
Care Specialist meets and exceeds quality and productivity metrics
while maintaining a constant focus on improving the Customer
Experience and attaining high levels of Customer Satisfaction. Each
member of the team will work for achieving individual and common
goals within the team. Qualifications & Requirements: --- At least
3 years in Customer Service Experience--- Human Resources
Experience preferable--- Training delivery/facilitation & coaching
experience--- Experience interpreting data analytics to derive
business insight and drive Customer value Technical Skills: ---
Strong customer service attitude--- Good at task/time management
and to follow up on outstanding items--- Strong problem solving and
analytical skills--- Strong communication, oral, written, listening
and interpersonal skills--- Ability to work well with other team
members, and assist in achieving team goals, foster trust, actively
work to continuously improve self, and demonstrate commitment to
the organization.--- University/Bachelors degree Language
requirements: --- Spanish 100%--- English 90%--- French 90%
Leadership Behaviors: --- Drive Innovation--- Collaborate with
System, Customers and Key Stakeholders--- Act Like an Owner---
Inspire Other--- Develop Self and Other Skills: 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 whats 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.
Keywords: Coca-Cola, San Jose , Customer Care Specialist, Other , San Jose, California
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