Customer Resolution Specialist

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 th...

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