**Key Responsibilities**
Ensuring proper understanding of employee's needs or concerns, communicating with professionalism while building a trust relationship to become the first and main point of contact for the employees
- Conducting appropriate research and analysis according to each request Determine and provide accurate first contact resolution and key on demand data whenever possible
- Managing employee's end to end cases
- Using the right available tools and documenting all relevant information
- Setting right expectations with the employees and others involved
- Following up when cases need to be escalated with all parties involved
- The Customer Care Specialist will prepare high volume on-demand key requests such as Verification of employment letters and will make them available for employees within the less possible time.
Will also prepare customized reports as required by the organization and answer data interpretation queries.
Will improve the reporting capability by identifying repetitive requests and standardizing and programming reports when possible and adjusting to the organization's specific needs.
- The Customer Care Specialist is responsible to coordinate and deliver timely training to all New Hires and New Managers in the company in HR related processes, tools and resources available.
Is also responsible to keep track of training history.
- The Customer Care Specialist is responsible for delivering process and tools training to new hires within the same team.
Also helps improve team's expertise, by sharing relevant examples and best practices.
- The Customer Care Specialist is an expert on all HR related processes, company tools, policies and procedures and BU specifics.
- The Customer Care specialist will identify any self-training gap, missing or wrong information at the company documentation and/or processes that that need to be optimized and address it immediately as appropriate to ensure the gap is closed, reference materials are updated and/or processes are improved.
Analyses possible problems or issues and involves proper resources to identify root causes and be able to help implement the right solution.
Actively participates in customer satisfaction improvement initiatives.
- The Customer Care Specialist meets and exceeds quality and productivity metrics while maintaining a constant focus on improving the Customer Experience and attaining high levels of Customer Satisfaction.
Each member of the team will work for achieving individual and common goals within the team.
**Basic Requirements**
- Spanish 100%
- English 90%
- At least 3 years in Customer Service Experience
- Experience interpreting data analytics to derive business insight and drive Customer value
- Strong customer service attitude
- Good at task/time management and to follow up on outstanding items
- Strong problem -solving and analytical skills
- Strong communication, oral, written, listening and interpersonal skills
- Ability to work well with other team members, and assist in achieving team goals, foster trust, actively work to continuously improve self, and demonstrate commitment to the organization.
**Preferred Experience & Skills**
- Human Resources Experience
- University/Bachelor's degree
- Portuguese 90%
- Training delivery/facilitation & coaching experience
**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 Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.