Junior Customer Support Specialist - German language

Employer: Toluna Romania
Domain:
  • Internet - eCommerce
  • Marketing
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Timisoara
  • Updated at: 21.11.2018
    Short company description

    Looking for a new, exciting and fast-paced job in an expanding and competitive company? Then look no further! Apply today for your chance to work in a young and dynamic team in a truly multinational company.

    Toluna is an Internet Market Research service provider with offices across the globe. We are a leading provider of online access panels and technology with a panel of +24 million members in 68 countries. Details on who we are here: www.toluna-group.com.

    Requirements

    • Proficiency in English and French language;
    • Studies related to foreign languages or a graduate with proficient linguistic skills;
    • Competence in Microsoft Office and ability to learn new computer applications;
    • A proactive approach to problem resolution;
    • Organization and prioritization skills;
    • Understanding of popular social networks/online community platforms – design, functionality, users;
    • Empathetic, able to handle conflict and pressure;
    • Creativity; attention to details and communication skills are highly appreciated;
    • Customer service orientation, adaptability and positivity.

    Responsibilities

    The Junior Customer Support Specialist’s goal is to respond to member’s e-mails, resolve member’s problems and escalate any issues to the appropriate internal personnel and teams.

    Your main tasks will be to:

    • Respond promptly to members inquiries, handle them in order to resolve their complaints;
    • Obtain and evaluate all relevant information to handle inquiries and complaints;
    • Communicate and coordinate with the relevant internal departments making arrangements for the members to get a response in a timely manner and ensure the members’ needs are understood and met (track and route problems and requests and document resolutions);
    • Direct requests and unresolved issues to the designated resource;
    • Perform thorough user account & activity verifications (in the database and on the site);
    • Perform end user testing of panel websites and report findings to the appropriate persons;
    • Provide feedback insights gained from community monitoring, members reports and your verifications;
    • Research, coordinate and escalate fraud checks within members groups as needed;
    • Keep the Team Leader up-to-date on major user activity trends and issues observed.