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Czech and English speaking Customer Advocate Representative - Hungary  

Company managed [?] Still accepting applications
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Posted on : 08 March 2017

Project Description

Job Description     
The Customer advocate representative will provide front line customer support and will triage calls according to type of inquiry. You will act as a facilitator between customers and our company. You will:
  • be the main contact for the customer in handling a question or problem, and to keep the customer updated with timely and frequent information about progress towards resolving the issue.
  •  facilitate a resolution by bringing together the appropriate functions
  • implement/recommends a procedure that ensures the problem does not occur again, or recommends products or services to better meet customers' needs.  
  • Manage proactively inbound and outbound calls 
  • Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion 
  • Remember you represent the company brand 
  • Logging of calls from customers onto our database and following escalation procedures to resolve problems or issues  
  • To provide and maintain strong, professional relationships with all of our customers and show empathy for the customer at all times  
  • Develop and execute Customer Success 
  • Plans for each account, including both strategic and tactical approaches to ensuring customer satisfaction and retention.  
  • Cross- and up selling to development and retention accounts by informing customers of promotions and special deals as well as service options. 
  • Developed customer intimacy based on trust and gained customer insight 
  • Manage the Customer Service Life-cycle for key customers 
  • Liaising with clients about various products and various aspects of their needs (order, invoicing, deliveries…), being accountable for the whole customer experience with our company.
  • To maintain good working relations with internal and external customers and to liaise with Sales teams, logistics and Finance teams on a regular basis.  
  • Supply customers with expected delivery dates and delivery status, or product status when required 
  • Ability to reach mutually acceptable solutions to complex problems which arise; level headed, able to manage and resolve issues under pressure  

Required Skills   
  • Must have fluency in Czech and English. 
  • Hungarian language knowledge is an advantage. 
  • Ability to communicate and negotiate effectively both in writing and verbally at all levels.  
  • Attention to detail with a high degree of accuracy.  
  • A strong team player with the ability to work under pressure and meet strict deadlines. 
  •  Passion, energy and positivist
  •  Able to demonstrate a systematic thought processes to managing your own workload 
  •  An ability to follow procedures whilst empathizing with customers to resolve cases/issues.  
  • A resilient and creative approach to dealing with difficult customer inquiries and complaints.  
  • Strong customer service focus essential with a determination to resolve issues.  
  • A proactive and flexible approach with the ability to react appropriately and effectively to changing circumstances and demands. 
  • Influencing people at all levels across the business to ensure customer satisfaction levels are achieved
  •  Accountable Knowledge of SAP and CRM systems an advantage
  •  A creative thinker and willing to challenge existing processes and propose solutions of SFDC and SAP desired Experience in a Customer Service environment  
  • Proficient in Microsoft Office Packages (Word and Excel)  
  • Proven ability to multi-task.       
  • Strong interpersonal skills in order to build effective relationships internally and externally     

Required Experience   
  • Experience in a Customer Service environment