Advisor, Employee Care

Please note: This is not a Remote role and will require the individual to be based in Taguig, Philippines, and work a hybrid setup. This is an Individual Contributor role.

The Advisor, Employee Care maximizes the value of HR Services and Operations by providing world class support for HR services, conducting research and resolution on complex program and policy inquiries, helping solve personnel concerns, processing key on demand data, such as Verification of employment letters and specific reports, for active and former Coca-Cola employees.

This role focusses on meeting and exceeding the customer’s expectations, delivering accurate first-time solutions rapidly, without visible handoffs to the customer, responding to their inquiries via any of the Coca-Cola available channels, which may be phone, email, chat, etc., demonstrating great depth of knowledge on all processes and company policies and programs. The Advisor, Employee Care is responsible for delivering training for new Coca-Cola employees, helping them to familiarize with the basic HR tools and resources available for them. Is also responsible for delivering process, tools training and provide coaching for new hires within the same team.

What You’ll Do For Us

• Provide world class support for active and former Coca-Cola employees, serving as the main point of contact for HR processes as payroll, benefits, workday or policy inquiries and other HR related requests.
• Manage complex, sensitive, and/or confidential inquires, received through any of the available Coca-Cola contact channels which may be via phone, email, and chat.
• Determine and provide accurate first contact Resolution and key on demand data when necessary.
• Ensure the best customer experience by managing our associates’ cases from end-to-end and anticipating future questions.
• Add value by actively identifying process improvements, digitalization opportunities, proactively raising missing or incorrect information that needs optimization, making sure these gaps are properly logged and addressed.
• Be responsible for all cases assigned, making sure to follow up with each of our vendors and teams involved, thru proper usage of all available company tools and using appropriate case management process, to provide exceptional service and to meet the established resolution time.
• Keep a constant and proactive communication with our partners from different teams.
• Develop knowledge areas to gain expertise in specific subjects (SME) by adding more value to our work with potential growth opportunities.
• Be responsible for your career and development, identifying growth opportunities and collaborating with your manager on your development plan, combining self-awareness, action, and intentionality.
  
  

Qualifications & Requirements

• Bachelor’s degree or equivalent university qualification
• Minimum of 2 years of Customer Service Experience in Helpdesk or Shared Service Environment
• A background or familiarity in Human Resources is a plus
• Strong analytical skills with the ability to interpret data and use insights to drive decisions
• Excellent communication skills both verbal and written and a keen ability to listen actively
• Ability to manage time effectively, prioritize tasks, and meet deadlines
• Proven track record in resolving complex issues and identifying practical solutions
• Experience using case management or ticketing systems
• A team player who thrives in a collaborative environment and contributes to shared goals
• High level of accountability, ownership, and follow-through on assigned responsibilities
• Comfortable building and maintaining relationships with stakeholders at all levels
• Passion for continuous improvement and a mindset focused on driving efficiency
• Proactive in identifying potential issues and taking action before they escalate
• Flexibility to work on a shifting schedule when required
• Mandarin language skills are a plus, but not required
  
  

What can help you be successful in the role?

Growth Behavior

• Growth Mindset: Demonstrates Curiosity. Welcomes failure as a learning opportunity.
• Smart Risk: Makes bold decisions/recommendations.
• Externally Focused: Understands the upstream and downstream implications of his/her work.
• Performance Driven & Accountable: Has high performance standards. Outperforms her/his peers.
• Fast/Agile: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
• Empowered: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.
  
  

Leadership Behavior

• Act Like an Owner: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
• Collaborate with the System, Customers and Key Stakeholders
• Develops Self and Others: Develop self and support others' development to achieve their full potential.
• Drive Innovation: Generate new or unique solutions and embrace new ideas that help sustain our business.
  
  

What We Can Do For You

• Career growth and development: Leveraging our boundaryless network, we provide access to educational platforms and provide coaching, mentoring and feedback, as a part of our Leadership & Development process.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. We want to make our culture inevitable.
• International Experience: Become part of international projects and work along multicultural teams, through our global network.
  
  

Annual Incentive Reference Value Percentage:8.33

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.