Customer Engagement Specialist at The Coca-Cola Company

Job Description    

• Coca Cola Beverages South Africa has an exciting opportunity in the Logistics Department. We are looking for a seasoned individuals with necessary skills & experience for four (4) Customer Engagement Specialist roles reporting into the Logistics Costumer Engagement Manager.

Key Duties & Responsibilities    
Key Outcome

Customer Feedback & Insight Analysis

• Conduct a thorough analysis of customer feedback data (surveys, complaints, social media) to identify recurring issues and areas for service improvement.
• Analyze customer engagement metrics (e.g., interaction frequency, response times, feedback campaign participation) to gauge customer satisfaction and engagement levels.
• Compile and present detailed reports on customer behavior and preferences, providing actionable insights to the Interaction teams and relevant stakeholders.

Customer Engagement Program Execution

• Plan and execute customer engagement programs, including loyalty initiatives, feedback campaigns, and personalized communication strategies.
• Develop and implement targeted customer communication plans to enhance engagement and drive sales.
• Monitor and evaluate the effectiveness of engagement programs, adjusting as needed to optimize results.
• Collaborate with the channel marketing and sales teams to align customer engagement initiatives with overall business objectives.

Customer Issue Resolution & Escalation

• Manage customer query escalations, ensuring timely resolution and providing clear feedback on resolutions to customers.
• Collaborate with distribution, warehouse, supply chain and sales to resolve complex customer issues.
• Maintain detailed records of customer issues and resolutions, ensuring compliance with CCBSA standards.
• Compile weekly reports on customer-related issues, highlighting trends and areas for improvement.

Distribution & Logistics Collaboration

• Collaborate with Distribution and Warehouse teams to manage customer engagements related to night deliveries, focusing on reducing Full Beverage Returns.
• Support all Logistics productivity initiatives, ensuring that On Time In Full Sunday deliveries are met.
• Act as a liaison between the customer, and the distribution teams, to help ensure that all customer expectations are met.
• Communicate customer delivery issues to the distribution teams in a timely manner

Functional Capabilities

• Customer Relationship Management (CRM) Management
• Customer Feedback Analysis & Reporting
• Customer Communication & Interaction Management
• Customer Issue Resolution & Escalation
• Customer Engagement Program Delivery

KBI

• Customer Satisfaction Score (CSAT/NPS)
• Customer Retention Rate
• Average Customer Response Time
• First-Contact Resolution Rate
• On Time In Full Sunday Delivery Compliance
• Full Beverage Return Reduction
• Truck turn around times (TAT)

Skills, Experience & Education    
Education

• A bachelor's degree in Marketing, Communications, Business Administration, Public Relations, Supply Chain, or Logistics.

Experience

• 3-5 years of experience in a customer service, customer engagement, marketing, or sales support role.
• Hands-on experience in areas like customer communication, complaint resolution, feedback analysis, and CRM system utilization.
• Familiarity with customer engagement tools and platforms (e.g., CRM systems, helpdesk software, social media management tools).
• Experience in report generation, and data analysis relating to customer engagement.

Skills 

• Excellent ability to communicate clearly, concisely, and empathetically with customers across various channels.
• Strong ability to understand customer needs, resolve issues effectively, and provide exceptional service.
• Ability to analyse customer feedback, engagement metrics, and CRM data to identify trends and insights.
• Ability to liaise with customer, logistics, and sales to ensure smooth operations and delivery.
• Ability to participate problem solving in logistics problems impacting customer service.

Deadline:18th June,2025