Job Description
Functional Capabilities:
Consumer Complaint Handling and Resolution
Customer Service and Communication
Quality Incident Investigation Support
Complaint Trend Analysis and Reporting
Quality Data Capture and Case Management
Stakeholder Coordination (Internal and External)
CRM System Proficiency
Regulatory and Brand Compliance
Product Knowledge and Quality Insight
Documentation and Record Management
Key Duties & Responsibilities
Key Outcomes:
Consumer Complaint Management
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.
Investigation and Resolution Support
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.
Consumer Engagement and Brand Experience
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.
Documentation and Record Keeping
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.
Data Reporting and Insights
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.
Cross-Functional Support
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.
KBI:
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
Skills, Experience & Education
Education:
Diploma or Bachelor's Degree in Consumer Science, Quality Management, Food Technology, Communications, or related field
Certification in Customer Service or Complaint Handling (advantageous)
Experience:
Minimum 2 - 3 years of experience in a customer service, call center, or consumer care role, preferably within the FMCG, food & beverage, or retail sectors
Prior experience with complaint logging systems and working with cross-functional teams for resolution
Skills:
Proficiency in CRM systems, SAP, or quality complaint platforms
Excellent written and verbal communication skills
Strong interpersonal and customer-facing capabilities
Basic understanding of food safety and beverage manufacturing processes
Data entry, reporting, and analysis skills using Excel, dashboards, or similar tools
Attention to detail, empathy, and the ability to manage sensitive situations
Deadline:30th June,2026