RESPONSBILITIES
- Meet performance expectations regularly and own time management efficiently to deal with different types of work assignments (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc),
- Handling the most complex issues and partner with leadership and relevant stakeholders to bring the cases to resolution; provide input for Shared Services to ensure service integrity and improvement.
- Compile incident reports at the direction of leadership and in collaboration with Shared Services; maintain high levels of confidentiality while performing investigations.
- Mastering and maintaining knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topics.
- Effective communication in the context of stakeholders management.
- Support the News/Press Team with any related escalation, coordinate CS efforts and follow the case to closure with post-mortem request when needed.
- Act as advisor/SME for new hires and associates while supporting the Lead in coaching the team on best practices and decision making.
- Provide consultation for specific highly sensitive workflows and senior management inside and outside CS.
REQUIREMENTS
- 3 years of experience in customer service
- Minimum rating of “Meets Expectations” at previous Performance Review
- Availability to work 40 hours a week, available to work weekends and/or different shifts
- Excellent time management, negotiation and conflict resolution skills.
- Excellent interpersonal and communication skills, both written and spoken, to help our community in a tactful and diplomatic manner; high level emphasis on English language proficiency.
- Comfortable interacting with senior leadership and external stakeholders.
- Display resilience and composure in a high impact dynamic environment.
- Calm and Empathetic – you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
- Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence
- Strong analytical skills, able to compile reports and analyse data.
More Information
- GBP 月
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