Customer Service Executive

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JOB DESCRIPTION / ROLE

Employment: Full Time

• Receives inbound customers’ calls to place orders in system
• Receives customers inquiries, or complaints and makes sure they are addressed at the earliest by respective department
• Makes Outbound calls, mostly to HORECA customers, based on tell-sell route, thus getting orders from the customers and any feedback, if given.
• Escalates unresolved problems to the concerned department and conducts follow up promptly to get those solved e.g., Delivery follow up by customers/commercial team, OOS/stock status, Payment issues, either received through email or inbound calls.
• Checks EDI orders issues/pricing and informing IT /commercial team for correction of LPO’s.
• Prepares and sends out Daily reports about: duplicated orders, wrong orders, Deal’ Assortment Reports , KA Summary report, regarding K/As promo packs needs.
• Places orders for Home Delivery customers either through inbound calls or through WhatsApp.
• Processes Monthly “Product free of Charge” (FOC) orders for TCCS stakeholders, or similar.

REQUIREMENTS

• Excellent communication skills: Being able to communicate effectively and clearly with customers is essential in this role.
• Problem-solving abilities: Customer service executives should be able to analyze situations, identify issues, and find appropriate solutions.
• Empathy and patience: It's important to have empathy for customers and be patient when dealing with their concerns or complaints.
• Strong interpersonal skills: Building rapport with customers and maintaining positive relationships is crucial.
• Multitasking and time management: Customer service executives often handle multiple tasks simultaneously, so being able to prioritize and manage time effectively is important.
• Product or service knowledge: Having a good understanding of the company's products or services helps in providing accurate information to customers.
• Computer literacy: Basic computer skills are usually required, as customer service executives often use software systems and tools to assist customers.
• Knowledge of customer service principles: Understanding the fundamentals of providing excellent customer service and resolving issues is important.
• Conflict resolution skills: Being able to handle difficult situations and resolve conflicts in a calm and professional manner is valuable.
• Adaptability: Customer service executives should be flexible and able to adapt to different customer needs and changing situations.
• Language proficiency: Depending on the customer base, proficiency in multiple languages can be beneficial for effective communication.

ABOUT THE COMPANY

The Coca-Cola Company (TCCC) is the world's largest beverage company, refreshing consumers around the world for over 137 years. Our unrivaled portfolio includes more than 500 sparkling and still brands and more than 3,800 beverage choices, with iconic brands such as Coca-Cola, Sprite, Fanta, Costa Coffee, Monster, Powerade, Minute Maid, Nutri Boost, and Schweppes.

The Coca-Cola Bottling Investments Group (BIG) is TCCC’s global bottling arm whose operations are primarily focused on markets in Asia and the Middle East, covering 13 countries with 45 plants and over 38,000 employees, serving 1.8 billion consumers. BIG has evolved over the years and the future is exciting — it is currently regarded as a world-class bottler and a role model for system alignment, with many years of experience winning in the market and developing talent and innovations in the countries where it operates.

The Gulf Coca-Cola Beverages (GCCB) is a bottling company of The Coca-Cola Company and the Gulf Cooperation Council (GCC) region. The joint venture operates in four (4) countries namely, Bahrain, Oman, Qatar, and the United Arab Emirates (UAE). The company produces and distributes a variety of non-alcoholic beverages under the Coca-Cola brand in the Gulf region. It is a place where you can make a positive mark on the world. Whether through our sustainability initiatives, human rights work, or the ripple economic impact each person creates by simply doing their job well, there are endless opportunities to build shareholder value and make an impactful contribution to many communities.

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