Consumer Care Specialist B2C with Dutch & French

Consumer Care Specialist B2C with Dutch & French

Salary
55.000-65.000 DOE CZK
Location
Czech Republic
Job type
Full Time, Permanent Job,
Language requirements
Dutch, English, French,
Sector
FMCG
Start date
01/06/2019

WHO WILL YOU WORK FOR

Operating for more than 140 years, we are a global innovation-oriented manufacturer with sales of €33.3 billions in 2013. The company operates in five business segments with over 189,000 professionals in 49 countries. We deliver and develop intelligent technologies for mobility and transport as one of the leading suppliers and the largest manufacturer in the world. Our corporation continuous growth on a global scale is taking us on a greater position in global competition.

WHAT WILL YOU DO 

The role’s primary responsibility is to engage with consumers offline and online to ensure that our brands 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.

WE WILL OFFER YOU 

  • Very competitive remuneration DOE* up to 65.0000 CZK (*depending on experience)
  • Extensive corporate benefits package
  • Opportunity for travel and training abroad
  • Career grow opportunities
  • Positive, social and informal working environment
  • Refreshments, free cafeteria on workplace
  • All relevant training and coaching on the job
  • Prospective projects with an international scope to develop your full potential
  • International working environment where English and other languages are used daily
  • Large and modern office building near public transportation
  • Regular social events and team building activities

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 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 zone and business unit stakeholder 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 of consumer experience
  • Analytics : Analyze key performance metrics in comparison to the goals outlined by teams manager, identify gaps and develop improvement plans
  • Process improvement: Identify opportunities within SalesForce.com to improve process/functionality

THIS MIGHT BE JOB FOR YOU, BECAUSE

  • You have University studies in Business Administration, Marketing, PR, 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 French and Dutch and a 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 and You write well
  • 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