Customer care specialist (china)Coca-Cola

Location(s): Philippines
City/Cities: Taguig City
Travel Required:
Relocation Provided:
Job Posting End Date: Not Available
Shift:
Job Description Summary:
Customer Care Specialist (China)
Location: Philippines
What You'll Do for Us
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.
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.
Qualifications & Requirements
Bachelor ́s Degree holder
Fluent in Mandarin (Filipino - Advanced or Native level in Mandarin, Filipino Chinese or Chinese National who is fluent in English)
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.
Customer focus and service mindset.
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.
Team worker attitude.
What We Can Do for You
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.
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:
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 to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
Coca-Cola

Taguig City, Metro Manila
Permanent
Full-time