HR Customer Care Specialist (12 months project assignment)

Job description

DESCRIPTION & REQUIREMENTS:

Position Overview:

At The Coca-Cola Company, our people have their own formula for turning passion into action. Together, that's how we push the world's greatest brands to new heights. What's your secret formula?

Human Resources Customer Care Specialist
12 months project assignment -
based in Warsaw

Position Overview

As Customer Care Specialist you will provide world class support for active and former Coca-Cola employees , serving as the main point of contact for all queries, e.g. regarding payroll and benefits processes, programs and policies and potentially other HR related on demand requests, including complex, sensitive and confidential inquiries received through any of the available contact channels mentioned above. Queries can come from employees based throughout EMEA. Additionally, you will partner closely with HR and Finance Tier 2 teams for the respective regions in providing Tier 1 support related to processes and services.

In this role you will be trained to become an expert on all HR related processes , Company tools, policies, procedures and business unit specifics, so that you will be able to identify any self-training gap, missing or wrong information in the Company documentation and/or processes that need to be optimized, and address these immediately as appropriate to ensure the gap is closed, reference materials are updated and/or processes are improved. You will analyze possible problems or issues and involve proper resources to identify root causes and help implement the right solution. 

In this role you will meet and exceed quality and productivity metrics while maintaining a constant focus on improving the Customer Experience and attaining high levels of Customer Satisfaction.

Currently, we offer  several project assignments for a fixed period of 4 up to 10 months within the team. We always consider an extension or permanent assignment once an opportunity opens up. 

Key Responsibilities

·  Ensure proper understanding of employee’s needs or concerns.
·  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.
·  Manage employees´ cases end-to-end.
·  Use right available tools and document all relevant information.
·  Set right expectations with employees and others involved regarding 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 request are recorded in Salesforce (case management tool) as a case, ensure accurate and timely keying in of data.
·  If required to hand over a case to another team member, perform hand over with complete information and content in the case notes entered into correct and agreed queue.
·  Review and act on client feedback to help improve service delivery.
·  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 help improve your team’s expertise, by sharing relevant examples and best practices.
What you can expect

·  A diverse team-environment amongst highly energetic young professionals.
·  A truly international work environment as well as client group (within either Europe or Eurasia and Africa geographies).
·  The opportunity to build upon your knowledge and experience and to increase your subject-matter expertise.
·  A chance to develop and shape your skill set and portfolio in a fast-paced, industry leading company.
·  Working in the team with the best opportunities to start a career in Coca-Cola GBS HR Operations.
·  An ice-cold Coke whenever you crave for it :)
What you need to be successful

·  1-3 years in a Customer Service role, preferable in a contact center environment as well as experience in training delivery and interpreting data analytics.
·  Previous experience in an HR function preferable.
·  Excellent language skills in English (fluent in speaking and writing), any other language is a plus, ideally fluency in Spanish and/or French.
·  Strong active listening and excellent 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; ideally SAP and Workday knowledge.
·  Prior experience in working with case management tools, ideally Salesforce.
·  Strong customer service orientation, customer focus and service mind-set.
·  Strong problem solving and analytical skills.
·  Good time management and organizational skills with the ability to prioritize according to business needs and urgency.
·  Excellent follow-up skills.
·  Team worker attitude.
·  Experience with case management tools is a plus.
Leadership Behaviors

·  Act Like an Owner
·  Collaborate with System, Customers and Key Stakeholders
·  Drive Innovation
·  Inspire Others
·  Develop Self and Others
Team Overview


Our Warsaw based HR Help is a highly energetic and vibrant team with young professionals from different backgrounds and with various experiences. We provide excellent first-level (Tier 1) support to employees based in our offices across Europe, Middle East and Africa. The queries we receive via email, chat, phone and online-ticket touch upon all fields of HR and Payroll and are mainly resolved within our team. Whenever a deeper subject matter expertise is required, we escalate to our colleagues from Compensation & Benefits (C&B), Payroll, Talent Acquisition, Learning & Development, Workforce Administration, and Reporting & Analysis. Therefore, our team is proud to call itself the internal talent pool for other HR teams, as we have the best line of sight of the end-to-end HR Operations processes and interact with all teams on a daily basis. Additionally, we train our team members to be specialists in certain areas of their interest according to Company and business needs. Come join us!

That sounds appealing? Then start now - TASTE THE FEELING .
Please submit your application (CV and Cover Letter) in English.
This job opportunity is offered for employment by Coca-Cola Poland Services Sp. z o.o.

About The Coca-Cola Company

Everyone knows Coca-Cola. It's the best-known product in the world. We've been making it since 1886 and it still tastes the same.

As a business, The Coca-Cola Company is constantly evolving – we develop new products, acquire great brands and pioneer new ways of doing things. We sell four of the world's top five non-alcoholic sparkling drinks (Coke, Coke light, Sprite and Fanta) and 3,600+ products in over 200 countries, including water, juices, energy drinks, and even tea and coffee. Altogether, that adds up to more than 1.9 billion drinks around the globe every day.

In Europe, Middle East and Africa (EMEA) , we are located in 60 countries and organized as six business units: Central and Eastern Europe (CEE); Western Europe (WEBU); Turkey, Caucasus and Central Asia (TCCA); Middle East and North Africa (MENA); West Africa (WABU); and South and East Africa (SEABU). These six strong business units allow us to operate at scale while ensuring flawless delivery through local market operations working closely with our bottling partners who manufacture, package and distribute our soft drinks.

Global Business Services (GBS)

GBS is The Coca-Cola Company's multi-functional internal shared-services organization providing a wide range of transactional services across all Coca-Cola business units within functional areas such as: Finance and Procurement Operations, Human Resources Operations, Workplace Strategy and Operations, Controls and Compliance, Change Practice, Operational Excellence, Data Governance, User Experience and Digital, and Creative Business Solutions. Our GBS main locations are Warsaw (Poland), Drogheda (Ireland), Buenos Aires (Argentina), San José (Costa Rica), Manila (Philippines), and Atlanta (Georgia, USA).

Our GBS Hub in Warsaw provides its services mainly to the above mentioned business units in Europe, Middle East and Africa. On top of that we deliver a number of select services to Coca-Cola operations across the globe. Established in 2010 with a current approximate number of 200 associates from around 20 different nationalities, this rapidly growing team is highly capable and diverse. The GBS Hub uses the latest Cloud based technology in its focus to drive productivity for the world's largest beverage company.

We offer our associates:

·  The Coca-Cola Company's extraordinary heritage, our leading brands and the global scale of what we do.
·  The challenge of meaningful work - our unique global system offers constant opportunities to develop world-class skills and a truly international career.
·  A unique culture where people do what they love and live their values.
·  The kind of competitive compensation you would expect from a world leader.
At The Coca-Cola Company, our people have their own formula for turning passion into action. Together, that's how we push the world's greatest brands to new heights. What's your secret formula?