The Coca-Cola Company HR Customer Care Specialist in Warsaw, Poland
Ensure proper understanding of employee’s needs or concerns.
Managing end-to-end employee cases.
Communicate with professionalism while building a trusted relationship to become the first and main point of contact for employees.
Conduct appropriate research and analysis according to each request.
Determine and provide accurate first-contact resolution and key on-demand data whenever possible.
Use right available tools and document all relevant information.
Set right expectations with employees and others involved regarding time required and authority and documentation needed to complete requests.
Follow up with respective parties involved when cases need to be escalated.
Ensure all service request are recorded in Salesforce (case management tool) as a case, ensure accurate and timely keying in of data.
If required to hand over a case to another team member, perform hand over with complete information and content in the case notes entered into correct and agreed queue.
Review and act on client feedback to help improve service delivery.
Deliver timely training to all new employees and new managers regarding HR related processes, tools and resources available, incl. keeping track of training history and help improve your team’s expertise, by sharing relevant examples and best practices. Payroll
Respond to queries from employees regarding pay slips, salaries, and other payroll related questions.
Partner with Payroll team to gather information to be able to resolve Tier 1 cases independently. Benefits
Respond to queries regarding on-going benefits programs and Flexible Benefits.
Provide data for local benefits surveys if applicable.
Support Compensations & Benefits team to ensure communication channels (intranet and other internal systems and databases) are kept upto-date of changes in benefit plans and programs, processes and tools.
What you can expect
A diverse team-environment amongst highly energetic young professionals.
A truly international work environment as well as client group (within either Europe or Eurasia and Africa geographies).
The opportunity to build upon your knowledge and experience and to increase your subject-matter expertise.
A chance to develop and shape your skill set and portfolio in a fast-paced, industry leading company.
Working in the team with the best opportunities to start a career in Coca-Cola GBS HR Operations.
An ice-cold Coke whenever you crave for it
What you need to be successful In order to be a successful candidate for this role you should have a background (at least Bachelor´s Degree) in Human Resources, Social Sciences or Economics, bring experience in a customer service environment as well as practical experience in HR, ideally gained in a multinational matrix organization, preferably in shared-services or business process outsourcing, and have ideally basic knowledge of payroll processes and employee benefits. As Customer Case Specialist your main focus will be to interact with our employees and meet their needs and expectations in terms of understanding their requests and following up with them to resolve their issues and answer their questions. Thus, you should be naturally driven by a high-quality service mentality as well as customer centricity in your work approach. Additionally, being a networker and able to easily build strong and longlasting relationships with your peers will help you to be successful in this role. Apply today, and you’ll see.
Fluency in English and any other European Language.
Strong communication skills, oral and written, with natural ease in building sustainable relationships across various corporate functions locally and internationally.
Strong MS Office skills, especially Outlook and Excel; SAP and Workday knowledge a plus.
Prior experience in working with case management tools, ideally Salesforce.
Excellent active listening skills.
Customer focus and service mind-set.
Strong problem solving and analytical skills.
Good time management and organizational skills with the ability to prioritize according to business needs and urgency.
Excellent follow-up skills.
Team worker attitude
Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.