Consumer Care Representative – Permanent Position
Company: Coca-Cola Beverages South Africa (CCBSA)
Location: Phoenix, KwaZulu-Natal, South Africa
Job Type: Permanent
Reference Number: CCB260623-13
Closing Date: 30 June 2026
About the Role
Coca-Cola Beverages South Africa is looking for a Consumer Care Representative to deliver exceptional customer service while managing consumer complaints and ensuring timely, professional resolutions. The successful candidate will work closely with Quality, Manufacturing, Supply Chain, and Customer Service teams to maintain high product quality standards and enhance the consumer experience.
Key Responsibilities
- Handle consumer complaints received via phone, email, digital platforms, and external agencies.
- Log and manage complaints accurately using CRM and quality management systems.
- Coordinate investigations with Quality and Manufacturing teams.
- Retrieve and process product samples for quality analysis.
- Maintain regular communication with consumers throughout the complaint process.
- Escalate serious quality or safety concerns when required.
- Prepare weekly and monthly complaint trend reports.
- Maintain accurate records for audits and compliance.
- Support product recalls, promotions, and consumer education initiatives.
- Provide feedback to improve product quality and customer satisfaction.
Minimum Requirements
Education
- Diploma or Bachelor’s Degree in Consumer Science, Quality Management, Food Technology, Communications, or a related field.
- Customer Service or Complaint Handling certification will be advantageous.
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Experience
- 2–3 years’ experience in customer service, consumer care, or call centre environments.
- FMCG, food & beverage, or retail industry experience preferred.
- Experience using CRM systems, SAP, or complaint management platforms.
Skills
- Excellent verbal and written communication.
- Strong customer service and interpersonal skills.
- CRM, SAP, and Microsoft Excel proficiency.
- Data reporting and analytical skills.
- Knowledge of food safety and beverage manufacturing processes.
- Strong attention to detail with excellent problem-solving abilities.
Performance Indicators
- Consumer complaint response time.
- Complaint resolution turnaround time.
- Consumer satisfaction ratings.
- Complaint record accuracy.
- Product retrieval success.
- Quality investigation support.
- Monthly complaint reporting and trend analysis.
Required Documents
Applicants must submit:
- Updated CV
- Highest Qualification
- Signed Internal Application Form (for internal applicants)
Only applications meeting the minimum requirements will be considered. Management reserves the right to apply additional shortlisting criteria.