Italian Community Specialist - Lisbon

Cognizant; Lisboa; Presencial; EUR 30 000 - 40 000; Tempo integral

Resumo da oferta

A leading IT services firm in Lisbon is seeking a Community Specialist to provide support for a video streaming platform. The role involves delivering excellent customer service, managing partner queries, and solving issues in a fast-paced environment. Candidates should have customer service experience, fluency in Italian and English, and familiarity with internet technologies. A compelling offer includes a supportive work atmosphere and opportunities for professional development.

Serviços

Pleasant working atmosphere

Professional development opportunities

Competitive salary

Relocation allowance for international candidates

Qualificações

• At least 12 months of direct customer service experience required, preferably in contact centers.
• Self-starter with strong attention to detail and multitasking ability.
• Comfortable with a rapidly-changing environment.

Responsabilidades

• Provide superior support interactions to customers.
• Focus on delivering key results like first time resolution.
• Solve partner's issues and conduct root cause analyses.
• Serve as a consultant on the video platform product.

Conhecimentos

Customer service experience

Italian level C1/C2

English level C1

Attention to detail

Problem-solving skills

Communication skills

Technologically capable

Ferramentas

PowerPoint

Excel

Descrição da oferta de emprego

What you’ll do

You will be providing Community Specialist for a video streaming platform. You will have the accountability and responsibility to deliver on our customers’ needs through ongoing, superior support interactions. Including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.

Key responsibilities

• Focus on delivering on key results like first time resolution, efficiency and quality metrics
• Demonstrate ownership, high level of commitment and provide excellent support to stakeholders and Product Experts
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
• Be an Incredible Communicator: Able to interpret sentiment of the partner and address partner requests/concerns in a timely manner with an aptitude for building strong client relationships
• Support partner queries pertaining to, channel management and performance, channel analytics and any technical issues in a friendly and accurate manner
• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.

Key Skills

• At least 12 months of direct customer service experience required, preferably in contact centers
• Italian level C1/C2 and English C1
• Self-starter, strong attention to detail and able to juggle multiple work streams at once
• Experience in Advertising, Media Planning, Copywriting, Social Media Campaign and the like is a plus
• Technologically capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology. Must have experience with PowerPoint and Excel or similar tools
• Excellent Written communication and organizational skills; can switch from business to casual communication tone depending on the end user's need
• Comfortable with speaking to a large audience
• Demonstrated capabilities of critical thinking, analysis and problem solving
• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary
• Comfortable with a rapidly-changing environment

Our offer

• Pleasant and inspiring working atmosphere
• Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
• Professional development and clear career path
• Training & development opportunities
• Competitive salary & relocation allowance*

*Relocation applicable only for international candidates joining us from abroad.