Customer Service Agent
Coca-Cola Europacific Aboitiz Philippines Manila Full-time
At Coca-Cola Europacific Aboitiz Philippines, we are driven by our purpose to Refresh the Philippines and Make a Difference – continuously leading the beverage industry with our Great People, Great Beverages, Great Execution, and Great Partners.
As we continue to grow and shape the future, we are seeking passionate and innovative talents to join our team and make a difference with us.
Our commitment to excellence has been recognized through numerous industry awards such as Great Place to Work, Best Workplaces in Asia, Dream Employer of the Year, and Universum’s Most Attractive Employers – and we take pride in our achievements and the impact we have made in the beverage industry
Role Overview
The Customer Service Agent will be the company’s frontliner for our Contact Center. This is a team player role that is responsible for (1) selling incremental volume for various service channels nationwide (2) execute order capture and ensure seamless processing of order details entered through calls and other platforms, and (3) handle issues affecting order processing.
Key Responsibilities- Sales and Volume Generation Role
- Responsible for telesales by selling incremental volume for various service channels nationwide, such as Key Accounts Home Market and Key Accounts On Premise based on a standard call list aligned with Commercial teams and Go To Market according to the established policies and processes to help achieve S&OP targets.
- Increase the mix of SKUs sold (MUST HAVE & Profit packs), offer promo SKUs, and new products to support business strategies and drive partners to achieve volume target via TeleSales
- Follow standard daily sales call routines
- Utilizes tools for telesales to drive sales and generate volume (Pallet/Layer information, Daily Sales Report, Production Schedule, Disposable Stocks, Sales Monitoring, Partner Truckload template)
- Order Capture and Analysis
- Accomplish reports and recommend action plans related to selling and customer service
- Execute the Business Continuity Plan (e.g. manual processing of field sales) on instances of system issues to ensure no lost sales
- Support and drive marketing programs
- Execute selling of new product launches and promotions to drive upselling based on the promotional calendar
- Achieve volume targets via TeleSales and support total strategy by increasing the mix of SKUs sold (MUST HAVE) in Telesales calls to Modern Trade accounts
- Check, escalates and monitors issues with new product launches and promotions as encountered in the system
- Innovation and System Development
- Participates in User-Acceptance Tests (UAT) activities during different stages of development of systems and process innovations / enhancements
- Reports and alerts Contact Center system issues encountered to ensure business continuity
- Monitors system performance and address issues encountered to ensure business continuity
- Utilizes tools and systems to initiate and complete service tickets, handle customer requests, measure productivity and performance, and raises technical concerns immediately encountered to IT for resolution
- Other tasks that may be assigned by the immediate superior.
- Graduate of any course
- Fresh graduates/Entry level applicants are encouraged to apply
- Good communication skills in English and Tagalog
- Knowledgeable in Computer Software – Microsoft, SAP advantage
- Position based in Bagumbayan, Quezon City
- Willing to work on Holidays
Coca-Cola Europacific Aboitiz PhilippinesQuezon City, 10 km from Manila
Best Workplaces in Asia, Dream Employer of the Year, and Universum’s Most Attractive Employers – and we take pride in our achievements and the impact we have made in the beverage industry
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