Customer Communication Center Executive (Call center Supervisor)

Описание вакансии

We are looking for the Customer Communication Center Executive to be a part of our Sales Capability and Business Development Department team located in Almaty.

What We Expect:

Using 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.
Monitoring resources against work volumes to ensure that Service Level Agreements and company targets are met, ensuring adequate resources are always available to meet demand.
Analyzing External customer needs by collecting data and ensuring their pain points and complaints are presented to internal stakeholders for further analysis and 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.
Ensuring 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.
Working with customers/Consumer/Distributor related departments in the business to develop strategies and plans to increase customer satisfaction and gradually deliver better SLAs.
Establishing and implementing continuous process improvement by monitoring customer interactions and obtaining direct customer feedback on the service standards delivered by the contact centers.

Qualifications:

Bachelor’s degree in Business Administration/Engineering/Sales/Marketing.
Work experience: at least 2-4 years of experience in related fields.
Language skills: English – Upper Intermediate/Advanced.
Advanced MS Office, Excel user.

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.

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