Social Media Tech Care - German English

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

As part of your role, you will troubleshoot quickly and efficiently, providing information and solutions to customers of a French consumer electronics company, known for design and innovation in connected devices (ex. Wi-Fi Scales, Wireless Security Cameras, Smart Sleep Systems etc.).

The position will combine Customer Care responsibilities (via phone / e-mail) with Social Media related tasks.

Desired profile:

-Fluency in German (ideally native level) and English
-Strong written communication skills - spelling, punctuation, grammar, etc
-Customer service experience would be an advantage - preferably in a written medium (chats, emails, social etc.)
-Solid familiarity with social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.)
-Eagerness to learn and develop
-Excellent planning, organizational, and time management skills
-Willingness to learn various technical systems and products outside social media in order to better assist within the scope of social media
-Strong judgement in knowing when to respond, not respond, or escalate social media care complaints, issues, or positive feedback
-Familiarity with social media care KPIs and analytics
-Ability to work independently
-Availability for a full-time schedule, Monday - Friday, 10:00 - 19:00 (potentially Saturdays also in the future)

Job responsibilities:

The position will combine Customer Care responsibilities (via phone / e-mail) with Social Media related tasks, including:

-Resolving hardware and software issues via email / phone and social media based support
-Responding to public reviews (including Amazon, App Store, and Play store), public and private messages across social media platforms (Facebook and Twitter)
-Provide excellent customer technical support, you will strive for first call resolution with each case
-Becoming an expert of the client products, tools and processes
-Effectively communicate social media customer care insights to management
-Escalate issues/concerns that have been obtained through social and have the potential of negatively impacting the brand
-Respect the response time SLAs (Service Level Agreement)
-Support positive messaging from the brand

We offer:

- Stable job - permanent labor contracts
- Monthly meal tickets
- Tenure salary increases
- Gym subscription and public transportation reimbursement, after trial period
- International career - regular training and international career opportunities
- Multilingual exposure - improve your spoken and written language skills
- Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
- Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
- Private medical insurance coverage – we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
- Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more

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