Social Media Tech Care - German English

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Angajator: TELUS International
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 19.04.2020
    Scurta descriere a companiei

    TELUS International focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

    The company's solutions cover customer experience, digital transformation, content moderation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling all stages of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, and healthcare industries.

    The company serves clients in over 50 languages. TELUS holds a ~63% interest in TELUS International with Baring Private Equity Asia and Competence Call Center management holding the remaining ~33% and ~3%, respectively. Learn more at:”


    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

    Alte informatii

    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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