Consumer Care and Engagement Coordinator - Spanish & English

Konecta Digital and SL&E Team for Coca-Cola; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading global consumer support firm is offering an opportunity in community management and customer support. This full-time hybrid position requires fluency in English and Spanish, along with initial customer support experience. The role involves assisting consumers and providing top-tier support for Coca-Cola, utilizing various communication channels. Ideal candidates should possess a relevant degree and strong communication skills, thriving in a collaborative environment.

Qualifications

• Professionals with a degree in Business, Communications, or a related field.
• A first experience as a customer support specialist or in social media community management.
• Effective communicators adept at understanding and resolving customer issues.

Responsibilities

• You are a brand ambassador for The Coca-Cola Company.
• Provide exceptional customer support to clients through various channels.
• Collaborate with the customer support team to resolve issues.

Skills

Customer support experience

Community management

Fluent in Spanish

Fluent in English

Effective communication

Team collaboration

Detail-oriented

Proficiency in customer support tools

Education

Degree in Business, Communications, or related field

Tools

Sprinklr

Job description

Location: London

Languages: English (fluent) and Spanish (Fluent)

Contract: 6 to 12 months fixed-term contract, Hybrid

Working hours: 8-hour day, 5 days a week, between 09:00-17:00

Join the dynamic field of community management and customer support with an exciting opportunity offered by Konecta, a dynamic and innovative global consumer support & service firm. Work remotely with our European-wide team and provide top-tier support to our client Coca-Cola in European markets. We are the voice of the brand and act as the primary contact with consumers to answer their requests regarding promotions, new products, or quality issues.

This is a full-time hybrid position, and you must have some initial customer support experience and/or community management and speak fluently Spanish and English.

This role is hybrid, with 2/3 days in our beautiful and fun office (near South Quay / Canary Wharf).

If you’re passionate about customer service and have strong communication skills, this full-time position is perfect for you. Under the guidance of experienced professionals, you’ll work on diverse customer support projects, exploring concepts like client interaction, issue resolution, service improvement, and customer satisfaction.

Gain experience in delivering exceptional customer service and interacting with consumers via LifeChat, phone, email (mostly), and social media messages, thanks to our platform Sprinklr.

Our team collaborates very closely with Coca-Cola’s teams, and most of the work involves answering customer questions and requests online. This team works agile with one of the best work cultures and environments offered to young professionals, with lots of support, exciting projects, and flexibility.

Ideal Candidates:

• Professionals with a degree in Business, Communications, or a related field.
• A first experience as a customer support specialist or in social media community management with a strong interest in client relations and service excellence.
• Effective communicators adept at understanding and resolving customer issues.
• Team players who thrive in collaborative environments.
• Detail-oriented individuals excelling in fast-paced, service-driven settings.
• Enthusiastic learners committed to advancing their customer support skills.
• Proficiency in customer support tools and software such as Sprinklr is highly valued.
• Fluent level of Spanish and English is essential.

Your Role:

• You are a brand ambassador for The Coca-Cola Company (TCCC), acting as the voice of Coca-Cola externally and as the voice of consumers and stakeholders internally across phone, social media, live chat, and email. THIS IS NOT A SALES JOB. You will answer consumer questions and requests on a variety of topics.
• Provide exceptional customer support to clients through various channels (mainly email or online messages).
• Collaborate with the customer support team to resolve issues and improve service.
• Assist in identifying and implementing service improvement initiatives; we love people with ideas!
• Foster a collaborative team environment focused on excellence in customer interactions.
• Support in documenting and presenting customer support strategies and outcomes.

Konecta Customer Support Team is dedicated to supporting the consumer experience strategy of its client Coca-Cola. You will be employed by Konecta, which will be responsible for all aspects related to employment contract and relationship. You will be part of an amazing team tasked with driving the consumer experience strategy and transformation for Coca-Cola, covering aspects such as digital marketing & operations, digital commerce, social listening, publishing, data & programmatic, digital experiences, and innovation.

We are an equal employer and welcome applications from all backgrounds.

Join us and start your journey with us today!