Senior Analyst - Customer Service

Senior Analyst- Customer Service

With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new ideas, learn and grow, and unlock a brighter, more exciting future.

Join us to create a career worth celebrating.

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila. Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

The role drives Customer satisfaction through service excellence.

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Willingness and ability to build great relationships with Customers

Excellent customer service and customer care mind-set

Excellent interpersonal and communication skills

Ability to take full ownership of order fulfilment

Ability to drive Customer satisfaction

Willingness to gather excellent knowledge of Customers

Ability to effectively prioritise own tasks building on knowledge of Customer's business

Ability to deliver on promises

Proactive, solution-focused mind-set and positive "can do" attitude

Ownership, entrepreneurial attitude – drives issue resolution, escalates where necessary

Self-confidence and ability to work independently without strong line manager support

Looking for and responding to feedback

Active team player

Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)

Proactive out of stock management, involve Customer to the decision by offering alternatives

Manage phone orders and Customer initiated order amendments in SAP

Take ownership of incoming queries from Customers

Raise and respond to Internal Query Management ticket on time as appropriate

Update customer contact details and knowledge book regularly

Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams

Actively promote the CARM (Sarbanes Oxley) / Control agenda

Reporting to support Customer communication and root cause analysis

Number of disputes and time to resolve

Average Order Touches

Touchless orders %

Return and refusal %

Order Entry Accuracy

Customer Satisfaction

Excellent and proven customer service attitude

Excellent interpersonal and communication skills

Fluent language skills – as required for the specific market

Solid English language skills – company language

College or university Degree

Financial knowledge

Commercial Experience process knowledge and working experience

Good knowledge of internal and external business partners

Excellent product knowledge

Good MS Office knowledge

Insufficient customer service skills

Insufficient language capabilities

Insufficient communication skills (face-to face / phone / written)

Inability to work as a part of a team

Lack of accuracy, attention to details

Difficulties in setting priorities

Difficulties with demonstrating ownership

Cover working hours of served market

Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Primary Location: Bangalore, India

Additional Locations: Bangalore Karle Town SEZ

Job Posting Start Date: 2025-09-17