Customer Solutions Agent

Coca-Cola Canada; Montreal; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

Coca-Cola Canada is seeking a full-time Bilingual Customer Solutions Agent to provide exceptional service in a hybrid work environment. This role involves assisting customers with beverage orders and service requests while achieving sales targets. Candidates must be fluent in English and French, with strong multitasking abilities and customer service experience.

Qualifications

• 2 years customer service and/or customer sales experience.
• Excellent verbal and written skills in both English and French.
• Experience working in multiple systems and applications.

Responsibilities

• Answer incoming calls for sales orders and customer support.
• Execute customer support and equipment service tickets.
• Accurately update customer information in Salesforce.

Skills

Customer service

Multitasking

Problem-solving

Attention to detail

Active listening

Tools

Salesforce

Job description

As a full-time Bilingual Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes, and can multitask. We have embarked on a hybrid model. You will be required to work a combination of both in office and at home.

Wage : $24.00 / hour

Shift : Available to work various shifts Monday to Friday between 7AM to 8PM (No weekends)

Hybrid Model : Montreal Location – 1 day per month in office

Responsibilities

• Answer incoming calls for sales orders, customer support, equipment service, myCoke website support, and / or general inquiries
• Execute customer support and equipment service tickets, process delivery requests, modify orders, execute reroute notifications, provide new product information etc.
• Effectively handle customer Chat inquires for the myCoke.com ecommerce platform
• Participate in outbound calling projects and / or other Customer Solutions initiatives
• Accurately update customer information and transactions in the Salesforce database
• Successfully offer beverage products to established customers through up-selling and cross-selling to achieve volume and profitability targets.
• Escalate customer issues within established guidelines in timely manner.
• Understand performance targets to meet and / or exceed goals.
• Learn and abide by Coca-Cola Canada Policies and Procedures. Remain up to date with our product lineup, updates, and process revisions to immediately apply to customer interactions
• Access multiple system applications simultaneously to effectively provide sales and service
• Attendance, schedule adherence and punctuality are essential for this role

Qualifications

• Excellent verbal and written skills in both English and French, with ability to communicate across different level. This includes solid active listening skills to deliver accurate information
• 2 years customer service and / or customer sales experience (Contact Centre experience considered a strong asset)
• Proven ability to multitask and pivot based on customer needs
• Proven ability to achieve sales, revenue, quality, and accuracy targets
• Demonstrated ability to provide outstanding customer service
• Ability to work independently and in a team environment
• Open to observation and coaching
• Strong ability to problem-solve and provide viable solutions based on customer needs and company objectives
• Experience working in multiple systems and applications
• Strong attention to detail and time management skills
• Experience with Salesforce considered a strong asset
• Must have a private home office space (high speed internet connection) during at home shift(s)