Customer Engagement Specialist in Dublin (Ireland)

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Primary Accountabilities & Responsibilities include:

  • Engage, educate, and develop inbound inquiries through customer engagement to resolution
  • Explore and fulfil customer needs by identifying and creating sales-ready leads that are escalated to the sales teams
  • Provide direct response interactions with customer across all channels, including phones, live chat, email and social media.
  • Document and Track customer interactions in the company’s CRM system.
  • Customer Resolution, providing quick response by either resolving inquiries or referring the customer to the best resources for resolution
  • Social Media Monitoring to include a variety of owned and engaged channels and pages such as Twitter, Facebook, LinkedIn and YouTube
  • Provide feedback and recommendations on how to build, strengthen and improve customer experience
  • Collaborate with Asia Pacific & US Contact Centre, Sales Team and Marketing Teams to add value to the role, identifying improvements and sharing best practices for the territory.

Qualifications

  • Fluent Spanish & English
  • Bachelor Degree Level Education
  • Proficient with standard corporate productivity tools (email, voice-mail, MS Office)
  • Minimum of 2 years’ experience in a Customer Centric office environment, in the areas of Customer Service, Sales, Loyalty or Engagement.  This is essential.

 

Preferences

  • Preferred education in the subjects of Digital, Marketing, Analytics, Technology, Computer Science, but not essential
  • On-line or Digital marketing experience, Content Engagement, Social Channels, Live Chat Engagement
  • Preferred experience in a B2B environment preferred but not essential • Preferred experience of working in the technology sector required but not essential
  • Flexibility required around working hours which may need to vary suited too country/territory needs, earliest start time 8am, latest working time 8pm Monday to Friday
  • From time to time travel to the US or Territory country may be involved  • Knowledge of SAS products and services preferred but not essential

Desired Skills

  • Analytical, the ability to read, interpret and contribute to the improvement of KPIs and Reporting results.
  • Passionate, about Customer Experiences, with proven skills in best practices, canned responses, positive first response or procedural flows an added advantage
  • Ability to identify opportunities through exploration of customer needs
  • An excellent commutator written and orally, you may be asked to prove these skills through on-line testing or live chat simulation and your listening skills will be tested within the interview
  • Problem solver, quick thinking with the ability to understand a breath of knowledge and use this to link to resources and research that can provide resolution to customer queries
  • Proven Technical abilities in using a variety of CRM platforms and systems
  • Teamwork and Collaboration skills are essential as those skills are what makes great individuals and great teams
  • Leadership potential with strong work ethic, ability to work independently, self-motivated, time management skills, team oriented and a person that can thrive in an environment of diversity & inclusion

 

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