Job description
Elevate the employee and customer experience as an Advisor, Employee Care with Coca-Cola Europacific Aboitiz Philippines in Santa Ana, Metro Manila. This role focuses on meeting and exceeding expectations by delivering accurate, first-contact solutions rapidly, minimizing handoffs, and ensuring a seamless service journey for both employees and customers.
As a trusted advisor on employee care inquiries, you will manage a high volume of interactions with empathy, professionalism, and integrity. You will collaborate with cross-functional teams to resolve issues promptly, maintain up-to-date records in our CRM system, and contribute to a service culture that drives satisfaction, retention, and a positive brand experience.
In this position, you will be expected to embody our service standards while working in a fast-paced, metrics-driven environment. The successful candidate will demonstrate strong communication, problem-solving, and critical thinking skills, with a proactive mindset and a passion for helping people.
What we offer includes a competitive salary, opportunities for growth, comprehensive benefits, and a dynamic, inclusive work culture. Join a global leader in beverages and help shape the future of employee care with a brand you can be proud of.
Responsibility
- Handle inbound and outbound inquiries from employees and customers with professionalism and empathy.
- Resolve issues on first contact wherever possible, ensuring accurate and timely solutions.
- Maintain precise customer and employee records in the CRM system and update case statuses.
- Collaborate with HR, support teams, and operations to coordinate solutions and escalate when needed.
- Adhere to scripting, guidelines, and quality standards while delivering a consistent service experience.
- Meet performance metrics including response time, first-contact resolution (FCR), and customer satisfaction (CSAT) targets.
- Identify process improvements and share insights to optimize the care experience.
Qualification
- 2+ years of experience in customer service or helpdesk/support roles; experience in employee care or HR-related support is a plus.
- Excellent verbal and written communication in English; strong listening and empathy skills.
- Solid problem-solving abilities with a customer-centric approach.
- Proficiency with CRM systems, ticketing tools, and data entry accuracy.
- Ability to work in a fast-paced, metrics-driven environment; adaptable to change and able to manage multiple tasks.
- High school diploma required; bachelor's degree preferred.