Customer Care Specialist
- Published date: January 4, 2023
- Category: Customer Service & Support
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- Location: Nairobi, Nairobi
- Jop type:
- Salary: Ksh Not mentioned
- Company name: Coca-Cola Company
Job Description
Key Roles & Responsibilities:
• Ensure proper understanding of employees' needs or concerns.
• Managing end-to-end employee cases.
• Communicate with professionalism while building a trusted relationship to become the first and main point of contact for employees.
• Conduct appropriate research and analysis according to each request.
• Determine and provide accurate first-contact resolution and key on-demand data whenever possible.
• Use the right available tools and document all relevant information.
• Set the right expectations with employees and others involved regarding the time required and authority and documentation needed to complete requests.
• Follow up with respective parties involved when cases need to be escalated.
• Ensure all service requests are recorded in the company system/tool (case management tool) as a case, ensuring accurate and timely keying in of data.
• If required to hand over a case to another team member, perform handover with complete information and content in the case notes entered correct and agreed queue.
• Review and act on client feedback to help improve service delivery. Develop capability training/learning sessions, as necessary.
• Recommends process improvement and participates in their implementation.
• Deliver timely training to all new employees and new managers regarding HR-related processes, tools, and resources available, incl. keeping track of training history and helping improve your team’s expertise, by sharing relevant examples and best practices.
• Assist customers with the promotion and sales of our products; upsell products and services to customers where appropriate.
• Oversee the processing and implementation of orders and other forms.
• Provide periodic reports to company management on work activities.
• Follow set communication guidelines in addressing various customer issues; ensure timely responses.
Payroll
• Respond to queries from employees regarding pay slips, salaries, and other payroll-related questions.
• Partner with the Payroll team to gather information to be able to resolve Tier 1 cases independently.
Benefits
• Respond to queries regarding ongoing benefits programs and Flexible Benefits.
• Provide data for local benefits surveys if applicable.
• Support the Compensations & Benefits team to ensure communication channels (intranet and other internal systems and databases) are kept up to date on changes in benefit plans and programs, processes, and tools.
Key Skills & Qualifications:
• Minimum HND or Bachelor’s degree holder
• 3-5 years’ Experience in a customer service environment as well as practical experience in HR, ideally gained in a multinational matrix organization preferably in shared-services or business process outsourcing.
• Strong communication skills, oral and written, with natural ease in building sustainable relationships across various corporate functions locally and internationally.
• Strong MS Office skills, especially Outlook and Excel; Qualtrics and Workday knowledge are a plus.
• Prior experience in working with case management tools, ideally MS Dynamics.
• Excellent active listening skills; Excellent customer service & de-escalation skills.
• Demonstration of good product and consumer thinking during his/her career.
• Customer focus and service mindset. Excellent planning and organization skills.
• Hands-on and a quick learner. Comfortable with learning new technology
• Strong problem-solving and analytical skills.
• Great time management and organizational skills with the ability to prioritize according to business needs and urgency.
• Excellent follow-up skills and a team worker.
• Requirements is such a strong word. We don’t necessarily expect to find a candidate that has done everything listed, but you should be able to make a credible case that you’ve done most of it and are ready for the challenge of adding some new things to your resume.
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