Customer Service Agent supporting Irish - speaking customers in Sofia, Bulgaria with exceptional service and problem resolution. Engaging with customers to ensure positive experiences and strong relationships.
About the role
- Join Coca-Cola FEMSA as a Customer Service Assistant managing order processing and customer communication. Provide support in daily operations to ensure service level adherence.
Responsibilities
- Monitor the entire process from order entry through to delivery.
- Enter orders into SAP when required.
- Handle order processing (verification, adjustments, change of shipment date, refusals, postponements, and order phasing).
- Compose, read, and manage emails.
- Contact customers via email, WhatsApp, and telephone.
- Daily monitoring of cuts, returns, and suspended shipments.
- Validate service level indicators and the Fill Rate loss tree by region.
- Directly manage returns with stores and Operating Units (OUs).
- Support order-base reviews with HM clients.
- Perform block reviews for suppression or non-released portfolios with clients.
- Provide support for client and commercial meetings (in-person and online).
- Communicate with internal and external customers to ensure order alignment.
- Monitor product supply and fulfillment.
- Work with clients and the commercial team on product master data maintenance.
- Schedule and coordinate deliveries with stores/ DC/ factory or billing units.
Requirements
- Education: High school diploma required; preferably pursuing a degree in Information Systems, Computer Science, Databases, Engineering, Marketing, Business Administration, or other STEM/IT-related fields.
- Desired experience: Experience in Control Desk/planning within contact centers or related areas.
- Technical knowledge: Microsoft Office (Excel – intermediate, Word – basic, PowerPoint – basic), SAP (a plus), basic knowledge of Power BI and information/data management.
- Interpersonal skills: Relationship building with partners and internal teams, teamwork, negotiation, customer focus, dynamism/proactivity, quick learning ability, strong written communication, resilience, organization, and time management.
- Languages: Spanish and basic English.
- Systems used: SAP, Power BI, Excel, BW, GAUGE, SAP Ariba, Perceptive.
Benefits
- Health insurance
- Dental plan available by enrollment according to employee choice
- Group life insurance
- Meal allowance
- Food voucher
- Discounted purchase of products according to the current price list
- Pharmacy credit with payroll deduction
- Credit cooperative
- School kit: provided at the start of the school year for dependents
- Birthday kit
- Christmas kit
- Toy allowance: provided in October for dependents
- Transportation voucher
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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