Consumer Care Representative
FMCG, Beverages
Minimum Requirements
- Represent the Coca-Cola brand with empathy, professionalism, and responsiveness in all consumer interactions.
- Resolve issues in line with corporate quality standards, brand tone, and consumer satisfaction principles.
- Escalate sensitive or high-risk cases (e.g., foreign object, health concerns, social media threats) to the Trade Quality Specialist and relevant departments.
- Ensure that all complaint cases are properly logged, tracked, updated, and closed in the system with clear supporting documentation.
- Maintain accurate complaint records for internal audits, reporting, and continuous improvement.
- Monitor complaint trends and prepare weekly and monthly reports for internal stakeholders.
- Highlight recurring or critical issues and contribute to data-driven quality improvements.
- Participate in complaint root cause analysis sessions and CAPA follow-ups.
- Liaise with Customer Service, and Logistics to support consumer promotions, product recalls, or distribution challenges.
- Assist in consumer engagement campaigns or Education initiatives to enhance understanding of product quality.
- Provide feedback to the Trade Quality Lead and manufacturing teams to prevent reoccurrence of product issues.
- First Response Time to Consumer Complaints
- Complaint Case Closure Time
- Consumer Satisfaction Score (Post-Complaint)
- Repeat Complaints Rate
- Accuracy and Completeness of Complaint Records
- Monthly Complaint Volume and Categorization
- % Product Retrieval
- Success Rate for Quality Analysis
- Serve as the first point of contact for all incoming consumer complaints and queries via phone, email, digital platforms, or external agencies.
- Log complaints accurately into consumer care or quality systems and assign case numbers for traceability.
- Acknowledge receipt, keep consumers informed, and close cases with appropriate resolution and tone.
- Coordinate with Quality, Manufacturing, and Supply Chain teams to obtain product samples, investigate root causes, and provide factual responses.
- Facilitate retrieval and delivery of suspect products for evaluation by internal labs or quality teams.
- Support plant teams by providing relevant market complaint data and consumer insights.
- listed. Management reserves the right to use additional or relevant information as criteria for short-listing.
- At the heart of our recruitment processes is the need to create a value driven Experience Represent the Coca-Cola brand with empathy, professionalism, and responsiveness in all consumer interactions.
- Documentation and Record Keeping
- Data Reporting and Insights
- Cross-Functional Support
- Skills, Duties & Responsibilities Key Outcomes:
- Consumer Complaint Management
- Investigation and Resolution Support
- Consumer Engagement and Brand Responsibilities Key Outcomes:
- Consumer Engagement and Brand
- directly related to their field of competence. We do not discriminate against an employee or potential employees because race, colour, religion, sex, national origin, sexual orientation, age, marital status, disability and gender identity.
- initiatives to enhance understanding of product quality.
Responsibilities
- Serve as the first point of contact for all incoming consumer complaints and queries via phone, email, digital platforms, or external agencies.
- Log complaints accurately into consumer care or quality systems and assign case numbers for traceability.
- Acknowledge receipt, keep consumers informed, and close cases with appropriate resolution and tone.
- Coordinate with Quality, Manufacturing, and Supply Chain teams to obtain product samples, investigate root causes, and provide factual responses.
- Facilitate retrieval and delivery of suspect products for evaluation by internal labs or quality teams.
- Support plant teams by providing relevant market complaint data and consumer insights.
- Key Outcomes:
- Consumer Complaint Management
- Investigation and Resolution Support
- Consumer Engagement and Brand Responsibilities Key Outcomes:
- Consumer Engagement and Brand
