Job Description Summary:
At The Coca‑Cola Company, we place consumers at the center of everything we do. As we evolve into a more connected, consumer‑centric organization, our digital listening and service capabilities play a vital role in strengthening relationships and driving brand trust across all markets.
The Customer Resolution Specialist acts as a key ambassador for Coca‑Cola, delivering exceptional service through proactive issue resolution, product quality assurance, and relationship management. In this role, you will support consumers, customers, and internal stakeholders by addressing escalated product and equipment complaints with empathy, precision, and urgency.
The ideal candidate combines strong communication skills with critical thinking, time management, and attention to detail. You’ll work across multiple systems and service platforms to ensure every interaction reflects Coca‑Cola’s commitment to excellence, responsiveness, and care.
What You’ll Do for Us
Customer Engagement and Resolution : Serve as a trusted representative of The Coca‑Cola Company by diagnosing and resolving consumer service or product quality issues across multiple contact channels.
Research escalated cases using available tools and collaborate with cross‑functional teams to ensure swift, high‑quality resolution.
Contact consumers for follow‑up and communicate results that build confidence and reinforce brand reputation.
Issue Management and Service Support :
Manage escalations related to consumer quality concerns, equipment servicing, and general product inquiries.
Document all interactions accurately to capture the voice of the customer and support first‑call resolution.
Apply problem‑solving and negotiation skills to address sensitive issues and prevent external escalation.
Cross‑Functional Collaboration:
Partner with internal groups such as Quality Assurance, Legal, Communications, and Customer Care to address complex issues and refine service processes.
Share actionable insights from consumer feedback that help improve business operations and product performance.
Participate in service improvement projects that streamline workflows and elevate the customer experience.
Operational Excellence:
Navigate multiple systems simultaneously to capture accurate information and complete service documentation.
Monitor performance metrics and incorporate feedback to improve efficiency and quality.
Support training and process updates with immediate adoption into daily operations.
Team Engagement:
Contribute to team‑building and engagement activities that strengthen collaboration and morale.
Identify and share opportunities to enhance customer interactions and service delivery outcomes.
Qualifications & Requirements
Education:
Associate’s or bachelor’s degree in Business, Communications, or related field.
Experience:
2+ years of customer service or contact center experience demonstrating professionalism and problem resolution.
Experience using Microsoft Office; familiarity with CRM tools preferred.
Strong ability to manage priorities, multitask, and deliver consistent results under pressure.
Capabilities:
Excellent communication, active listening, and relationship management skills.
Critical‑thinking approach to resolving challenges effectively and independently.
High levels of accuracy, adaptability, and teamwork across a matrixed organization.
Skills & Capabilities
Customer Engagement and Complaint Resolution
Product and Equipment Service Support
Quality Assurance and Root‑Cause Analysis
Cross‑Functional Collaboration and Data Accuracy
CRM and Systems Proficiency
Negotiation and Relationship Management
Process Improvement and Analytical Thinking
Time Management and Prioritization
Attention to Detail and Customer Empathy
Continuous Learning and Team Contribution
What We’ll Do for You
Empower Meaningful Impact: Represent one of the world’s most trusted brands by providing exceptional service that builds consumer confidence and loyalty.
Advance…