CX Brand Ambassador with German

THE EMPLOYER

Start your career, continue to grow it, or make a lateral move; whichever you are currently considering we can offer you a place to join top corporations and global brands through our partner project teams. A market leader in its sector employing over 13,000 employees in Portugal. Join our teams in Client Experience Services or Technical Support for many great projects among 111 nationalities. With over 40 years of experience in connecting brands with their customers, our client has become the most trusted provider of omnichannel customer solutions, providing world-class digital integrated business services.

THE OFFER

THE ROLE YOU WILL DO 

The role’s primary responsibility is to engage with consumers offline and online to ensure that our brand portfolio and products are connecting in the consumer market in a positive and effective way while acting as a BRAND AMBASSADOR.

To do this you will be directly responsible for interacting with customers at all levels in their organization in a meaningful and professional manner, including advocating the brand on social networks and actively getting out within the online community to connect with potential customers and advocate accordingly.

HOW WILL YOU DO IT

Interact with consumers (online and offline)

• Interact with customers at all levels in their organization in a meaningful and professional manner using phone, email, and social media
• Have the understanding of assigned products to be able to understand a customer’s use and be able to diagnose and resolve complex items
• Assist lower-level support analysts on how to properly address customer projects, product issues, or highly effective customer service
• Be able to lead and also work efficiently as part of a customer team from resolving issues to projects using CRM tools (ticket handling: salesforce and Social studio for Facebook, Twitter, and Instagram content)

Build Relationships with Key Stakeholders

• Consumers: Act as a brand ambassador and front office contact with consumers (online and offline), delight consumers, and build brand loyalty
• Partner with the key corporate stakeholders to ensure we’re able to service our consumers with the quality we have committed, ensure there are clear communication/expectations, and address questions/issues proactively
• Marketing Managers: Provide insights based on cases and interact with zone and business unit stakeholders to know information about marketing releases, brand, and corporate communications
• Consumer Care Global Community: Engage with the global community of consumer care to share and to learn best practices across the globe

Systems/ Performance Metrics/ Enhancements

• Salesforce Marketing Cloud: Develop a working knowledge of Sales Force.com to conduct changes and improvements in the consumer experience
• Analytics: Analyze key performance metrics in comparison to the goals outlined by team manager, identify gaps, and develop improvement plans
• Process improvement: Identify opportunities within SalesForce.com to improve process/functionality

THE RIGHT OPPORTUNITY FOR YOU WHEN YOU HAVE

• You have University studies in Business Administration, Marketing, PR, and International Relations
• Work experience in a similar or client-orientated role
• You have solid business acumen
• You have a good grasp of social media channels and computer skills, especially (Microsoft Office)
• You are fluent or native in German and you have a good level of English
• You love taking on challenges and finding solutions
• You are patient, levelheaded, and cool under pressure
• If you don’t know the answer, you’ll know how to ask, or dig until you find it
• You communicate clearly
• You write well and You speak eloquently
• You can explain complicated things in a simple manner, and you’re comfortable communicating in writing
• You pay attention to the details
• You stay focused, and nothing falls through the cracks on your watch
• You think on your feet
• You like learning new things and you can adapt quickly
• When things change, you know how to roll with the punches
• If a process doesn’t work, you can collaborate with others to improve it
• You are motivated and curious
• You volunteer for new challenges without waiting to be asked
• You’re comfortable managing your time