Consumer Care and Engagement Coordinator

Location: Milan (hybrid) or remote (if Albania/ Kosovo)

Languages: Albanian / Kosovo Albanian (native), Italian (native or close to native in written and spoken), English (fluent, spoken and written) + Additional Eastern European language

Contract: Permanent 40 h a week, full time, Hybrid (Milan) or remote (Albania / Kosovo)

Focusing on Albanian, Kosovo and Italian Markets

Join the dynamic field of Consumer Care & Engagement Management 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 in European markets. We are the voice of the brand and act as primary contact with consumers to answer their requests regarding promotions, new products, or quality issues.

This is a Full time (Hybrid) position, and you must have some initial Customer Support experience and/or Community Management and speak fluently (native) Albanian / Kosovo Albanian and ideally Italian. Proficiency in English is required for stakeholder communications. An additional Eastern European language would be a plus (Romanian, Bulgarian, Serbian, Bosnian, Greek, ....).

If you're passionate about customer service and have strong communication skills, this fulltime 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 experience in delivering exceptional customer service, and interact with consumers via LifeChat, Phone, Email (mostly) 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:

• Professionals with a degree in Business, Communications, or a related field.

• A first experience as a customer support specialist or in Social Media Community Management with a strong interest in client relations and service excellence.

• 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.

• Native Albanian or Kosovo Albanian and Italian. Any other proficient Eastern European language is a plus.

• A fluent level of English is a must have.

Your Role:

• You are a brand ambassador for The Coca-Cola Company (TCCC), the face of Coca-Cola, acting as the voice of the Company externally and the voice of our consumers and stakeholders internally across Phone, social media, Livechat and email. THIS IS NOT A SALES JOB, you will answer consumer questions and requests regarding a variety of topics

• Provide exceptional customer support to clients through various channels (mainly email or online messages).

• Collaborate with the customer support team to resolve issues and improve service.

• Assist in identifying and implementing service improvement initiatives, we love people with ideas

• Foster a collaborative team environment focused on excellence in customer interactions.

• Support in documenting and presenting customer support strategies and outcomes.

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