Prof, Customer Support Expert SCDMNT
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Sófia, Bulgária; Varna, Bulgária
Commercial: Field Sales
10/07/2026
111207
We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 markets, who work together to make, move and sell some of the world’s most loved drinks. We are a global business and one of the leading consumer goods companies in the world.
Job Purpose
As an Inbound - Customer Support Representative you are the first point of contact for CCEP customers. You handle incoming queries via phone and e-mail, ensuring that each customer receives timely, accurate, and customer-focused support. You play a key role in delivering excellent service by routing queries to the appropriate internal department, while ensuring all information is clearly documented in Salesforce.
Key Responsibilities
Phone (Inbound Calls):
- Answer incoming calls in a professional, friendly, and customer-oriented manner
- Actively listen to customer inquiries and accurately identify their needs
- Transfer calls to the appropriate internal department or contact person
- Log all call details and actions in Salesforce & Genesys (case management)
- Follow up on open or unresolved inquiries when necessary
E-mail (Case Management via Salesforce):
- Manage and process incoming e-mails through Salesforce & Outlook
- Create, follow up, and close cases in the case management system (Salesforce)
- Analyze customer inquiries and transfer to the appropriate internal department or contact person
- Ensure the quality, accuracy, and completeness of each case
- Proactively follow up on open cases until full resolution
Experience required
Relevant experience
Language Capability & expert level
- English – proficient
- Excellent communication skills in Dutch / French (verbal and written)
Capability required & Expert level
- Equipment Audit Management
- Incentive Management
- Sales Management
- Content & Data Management
- Stakeholder Management & Coordination
- Creativity to build & adapt presentations
Behavioural Capabilities
- Strong customer focus and service mindset
- Problem-solving and proactive attitude
- High level of accuracy and administrative discipline
- Ability to work under pressure and prioritize effectively
Our employee value proposition:
Being Rewarded
- Market Competitive Salary
- Annual Compensation & Bonus Cycle
- CCEP Shares Purchase plan & Matching Share
- Food Vouchers
- Flexible Working Allowance
Being Connected
- Everyone’s Welcome – Inclusion, Diversity & Equity Culture
- Keep In Touch program – in support of parental care
- Inspiring Office layout with Great beverages and Sofia subsidized canteen
- Referral Program
Being Developed & Valued
- Professional Qualifications Support & Sponsorship
- Ninja Community and Lean Six Sigma Certification
- CCEP learning platforms & Leadership training curricula
- Career Growth and Talent Progression
- Recognition program
Being Well
- Flexible & Hybrid Ways of Working
- Additional days paid leave at start and on top – Birthday, Qualification & Volunteering;
- Wellbeing & Sports program, including corporate discounts & subscription fees
- Wellbeing Community & Initiatives
- Employee Assistance Program
- Additional Health Plan & Dental Insurance
Being Inspired
- Social Projects & Community Charity programs
- Participation in Corporate Challenges - marathon, sports, fun
- External life coach speakers and Work-Life balance lectures
- Team Building & Fun Events
We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks.
We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in exciting new products, innovative technologies and fresh ideas. This helps us to delight the 600 million people who enjoy our drinks every day.