Consumer Care & Engagement Coordinator - Italy

Employer: Konecta Group

Client: The Coca-Cola Company EU
Location: Milan or London, WFH in Milan and Hybrid in London (3x a week)

Languages: Italian and English fluent written and spoken

Contract: Full-time, 6 months Fixed Term contract

A fantastic opportunity to work with one of the world’s most respected brands. The role of Consumer Care and Engagement Coordinator draws on elements of consumer care & engagement, community management, analytical skills and stakeholder interaction. You will be confident in your expertise, a hard-working individual and able to think creatively and act decisively.

Powered by Konecta, we support our partner's digital transformation and cultural change by staying transparent and inclusive, seeking for progress rather than perfection.

Position Overview:

You will be part of the dynamic Consumer Interaction Centre (CIC) team – a team of experts who engage, on behalf of our client, with consumers and online communities through relevant conversations, content & experiences. The CIC team operates across a range of platforms and across a number of iconic brands.

The Consumer Engagement Coordinator Short-Term Assignment role is multi-disciplinary and requires a hands-on, confident approach. You will work across channels and should be confident engaging with our client’s consumers, managing CARE related topics on social media and email communication. You will be responsible to provide two-way communication on issues, including problem prioritization, analysis and resolution of issues. The result should be a high level of consumer satisfaction.

Responsibilities:

• 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 social media and email.
• You provide professional, courteous, and prompt written support for consumers, liaising with other departments to provide two-way communication on issues.
• You provide a timely resolution to consumer issues and queries as per agreed ‘rules of engagement’.
• You raise critical issues to manager/stakeholders for responses that are not covered by pre-approved knowledge base.

Job Requirements:

• Education: Second or third-year Bachelor or Post-grad students preferred.
• Related work experience: Some experience within a consumer care role, with consistently high performance & reviews/quality scores/SLA targets met.
• Skills: Excellent communication skills; Fluent in written and spoken English and Italian; Passion for TCCC brands, consumer care and social media.

Important: Konecta Digital and Social Media Team is dedicated to exclusively support the digital strategy of its client Coca-Cola. You will be employed by Konecta or our local 3rd party employment partner 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 digital strategy and transformation for Coca-Cola, covering aspects such as digital marketing & operations, digital commerce, social listening, publishing, data & programmatic, digital experiences and innovation.