Senior Consumer Care and Engagement Coordinator - Republic of Ireland, Northern Ireland & GB

🌍 Location: London

🗣️ Languages: English (Fluent)

📜 Contract: Permanent 37.5h a week, full time, Hybrid

Focusing on Republic Ireland, Northern Ireland & GB Markets

Join the dynamic field of Community Management and customer support with an exciting opportunity offered by Konecta, a dynamic and innovative Consumer Support & Service global firm. Work with our European wide team and provide top-tier support to our client Coca-Cola.

This is a full-time, hybrid position. Candidates must have initial experience in Customer Support and/or Community Management. Fluency in English is required, and experience working with Irish consumers and the Irish market is highly advantageous.                                                        

This role is Hybrid, with 2/3 days in the 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 hands-on experience in delivering exceptional customer service, and interact with consumers via phone, LifeChat, email and Social Media messages, thanks to our platform Sprinklr.

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

Ideal Candidates:

•  Experience working with Irish consumers and the Irish market is highly advantageous. 

• 6–8 years of experience in customer support, ideally with a background as a Customer Support Specialist or in Social Media Community Management, and a strong passion for client relations and delivering exceptional service.

• 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.

• a fluent level of English is essential

Your Role:

As a Consumer Engagement Coordinator:  

• You are a brand ambassador for The Coca-Cola Company, the face of Coca-Cola, acting as the voice of the Company externally and the voice of our consumers and stakeholders internally across telephone, email/web, Live Chat and social media channels 

• Provide professional, courteous, and prompt support for consumers, liaising with other departments to provide two- way communication on issues 

• Effectively work with the internal teams on issues that require attention 

• Provide a timely resolution to issues and queries as per agreed rules of engagement 

• Actively track and manage client interactions by logging all contact into the CRM system and collaborate in generating and sharing the knowledge for issue/case resolution 

• Where appropriate, outline the key steps to resolution of a problem and communicate to the consumer/stakeholder via frequent and regular status updates  

• Understand each brands tone of voice and ensure consumer correspondence relates to this 

• Participation in TCCC events such as All Eventuality Meetings and brand activations. 

In a Senior role, providing support to the Consumer Care Manager: 

• Assist the Consumer Care Manager to ensure adherence to all SLA’s, ensuring Best-in-class quality of work 

• Assist the Consumer Care Manager with the Quality Monitoring ensuring all applicable calls/cases are in accordance with agreed processes and individual’s targets and progression plans 

• Assist Consumer Care Manager with all initiatives towards process, procedures and documentation improvement 

• Assist in reviewing written/sensitive documentation to consumers 

• Take the lead in campaign and market specific reporting and assist with input of European reporting 

• Support the onboarding of new team members 

• Be able to give constructive feedback and mentor team ensuring you are always acting as an expert 

• Be a point of contact and backup when direct manager is away, in meetings or out of office 

• Assist in maintaining all telephony (IVR) messaging is accurate and updated 

• Be a point of contact for escalations and strive for a win-win outcome 

Konecta Customer support Team is dedicated to exclusively support the consumer experience strategy of its client Coca-Cola. You will be employed by Konecta who will be responsible for all aspects related to the employment contract and relationship. You will be part of an amazing team tasked to drive 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!