Job description
Home internet connectivity speed of 10 Mb/sec for upload and download speeds required
Class/Start Date: January 30, 2023
Zoom interviews starting weeks of December 6 and December 13
$15.00 per hour
Imagine What Can Happen When YOUR "Can-Do" Attitude MEETS OUR Iconic Brands
About PepsiCo
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $67 billion in net revenue in 2019, driven by a complementary food and beverage portfolio that includes Frito-Lay, Gatorade, Pepsi-Cola, Quaker and Tropicana. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including 22 brands that generate more than $1 billion each in estimated annual retail sales.
Guiding PepsiCo is our vision to be the Global Leader in Convenient Foods and Beverages by Winning with Purpose. "Winning with Purpose" reflects our ambition to win sustainably in the marketplace and embed purpose into all aspects of the business. For more information, visit www.pepsico.com.
PepsiCo continues to be at the forefront as the category's share leader and growth driver. We're excited to see what we can accomplish with your skills, ideas, and perspectives. Are you in?
What's Your Role?
If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the PepsiCo Customer Care Advocate may be an ideal position for you. As a PepsiCo Customer Care Advocate, you serve as the face and voice of the PepsiCo brand.
PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.
As a PepsiCo Customer Care Advocate, you would be responsible for handling inbound calls and analyzing account information for the repair and maintenance of any equipment within the customer's business. Success in this role will be achieved largely through the ability to navigate a high volume of calls in a fast paced setting, successfully diagnosing and repairing equipment over the phone and providing exemplary customer service.
PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.
As a PepsiCo Customer Care Advocate, you would be responsible for handling inbound calls and analyzing account information for the repair and maintenance of any equipment within the customer's business. Success in this role will be achieved largely through the ability to navigate a high volume of calls in a fast paced setting, successfully diagnosing and repairing equipment over the phone and providing exemplary customer service.
- Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests
- Gather and validate customer/equipment information and determine the issue by analyzing the symptoms
- Diagnose and resolve fountain issues using provided diagnostic tools
- Research and document service-related issues, escalations, and missed commitments and deliver seamless communication to ensure resolution
- Exemplary attendance and punctuality
- Follow standardized procedures to deliver world class customer service and first call resolution
Qualifications:
- Engaging personality that blends well with a fast-paced, goal-driven environment
- Proper phone etiquette and courtesy
- Highly organized with exceptional follow-through abilities
- Ability to speak and type clearly, concisely, and accurately, using proper grammar
- Ability to multitask between customer calls and logging of case notes/ template submissions in a fast paced environment
- Demonstrated ability to empathize with customers, and tailor communication to each individual
- Openness to constructive coaching and ability to implement recommended best practices to achieve performance objectives
- Ability to adjust to constantly-changing technology, processes, and team structures
- Ability to maintain stable performance under pressure during periods of high call volume
- Sets high standards of performance for self, assuming personal responsibility and accountability for successfully meeting objectives
Requirements:
- High School Diploma/GED or greater
- Minimum 1year customer service experience or 4 year degree
- Strong proficiency in computer systems and data entry
- Ability to work with minimal supervision
- Superior problem solving and analytical thinking skills
- Availability to work evenings, weekends, holidays, and occasional overtime to meet business needs
- Must pass drug testing and criminal background check
- Home office application and infrastructure knowledge required
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