Customer Communication Center Specialist

We are looking for Customer Communication Center Specialist to make sure that the third party call centre is running smoothly. Be part of the hiring and training process of the call center agents. Analyse consumer, customer, Distributor needs by collecting data and coordinate with internal customers to create a win-win solution to ensure satisfied customers/Consumers/Distributors.

•   To use the available resources to maximum capacity by ensuring customers' first contact is immediate and quality service is provided to meet the needs of internal and external customers.
•  To monitor resources against work volumes to ensure that Service Level Agreements and company targets are met, ensuring adequate resources are available at all times to meet demand.
•  To analyze External customer needs by collecting data and ensuring their pain points and complaints are presented to internal stakeholders for further analysis & to perform the role of mediator to enhance the satisfaction level of the external customers so that CCI's overall objectives are achieved effectively and efficiently.
•  To ensure that customer/Consumer/Distributor complaints are resolved promptly to the customer’s satisfaction and handled at the first point of customer interaction and in accordance with regulations.
•   To actively work with customers/Consumer/Distributor related departments in the business to develop strategies and plans to increase customer satisfaction and gradually deliver better SLAs.
•  To establish and implement continuous process improvement by monitoring customer interactions and obtaining direct customer feedback on the service standards delivered by the contact centers.
•  To proactively create new process flows within the company to resolve different types of customer complaints (with increasing level of B2B digitalization) and lead projects to implement these flows in the technologies used by both internal and external parties.

• Bachelor’s degree in Business Administration/ Sales / Marketing/ Engineering.
• 2-4 years of functional experience.
• Problem solving & decision making.
• Should have knowledge of call center operations.                         
• Should be technically aware and have knowledge of CRM tool.   
• Ms Office program usage level. 
• Arabic and English which are valid in the CCI geography
• Logical measures the ability to analyze abstract information and apply this to determine outcomes and patterns, such as completing sequences of shapes.                  
• Numerical measures the ability to reason with numerical information and data.  
• Verbal measures the ability to interpret verbal information and reach correct conclusions.

What We Embrace: 

• “People Centered” Focus
• Equal Salary Advocate
• A Globally Diverse/An International Workplace
• Inclusive Team-Building Activities
• Digital Learning Opportunities
• Leadership Exposure With Organizational Events
• Inclusive Language And Culture
• Social Clubs/Networks
• Inclusive/Family-Friendly Policies

Who We Are
 

CCI is a multinational beverage company which operates in Türkiye, Pakistan, Kazakhstan, Iraq, Uzbekistan, Bangladesh, Azerbaijan, Kyrgyzstan, Jordan, Tajikistan, Turkmenistan, and Syria. CCI produces, distributes and sells sparkling and still beverages. CCI employs more than 10,000 people, has a total of 33 bottling plants, and 3 fruit processing plants in 12 countries, offering a wide range of beverages to a population base of 600 million people.

Our purpose at CCI is to create value for our employees, customers, consumers, and community. In line with our vision to become the best FMCG company, we put people at the core of everything we do. We achieve successful results with our people who come together as One Team, committing to live by our shared values of passion, integrity, accountability, and teamwork. Our ambition is to become a great place to work, which is inclusive, diverse, and inspiring, with its key organizational and leadership capabilities.

Encouraging a diverse and inclusive organization is core to our commitment at CCI, that's why we nurture it in everything we do. We are proud to become the fourth company to obtain the EQUAL-SALARY global certification and proud to be an Equal Opportunity and Affirmative Action employer, covering in all our countries.

We take responsibility for the future with our Sustainability Commitments for 2030.

Focusing our roadmap on six main areas, including packaging, water, and climate on environmental issues; human rights, diversity & inclusion, and community investments on social issues, we pledged 9 commitments to continuously improve our efforts. To ensure that by the year 2030, 35% of newly hired individuals, 40% of managerial positions, and 50% of executive committee members are comprised of women.

  We're an equal opportunity employer. All applicants will be considered for employment without attention to race, sex, color, national or      social origin, ethnicity, religion, age, pregnancy, disability, sexual orientation, gender expression, or political opinion.