What are the responsibilities and job description for the Customer Support Associate position at Digimind?
About the role:
You will be the first point of contact with the client in order to support them and direct them to the relevant departments for the information they require. Your objective is to follow up customers, inform them, assist them and deal with their complaints to ultimately help build customer loyalty.
Your Responsibilities:
- Contact and update clients by telephone or email.
- Analysing and responding to clients requests and queries
- Providing solutions to problems encountered and transferring the most complex requests to the right contact.
- Providing support and advice in the event of technical problems and/or problems using the platforms.
- Prioritise interventions in the event of heavy traffic, respecting processing times and the instructions in force.
- Guaranteeing client satisfaction while ensuring compliance with procedures and processing times.
- Recording client information and data in the CRM.
- Entering all activity into the CRM so that loyalty indicators can be monitored.
- Qualify the client database according to the activity, nature and expectations of the client
- Feedback client needs internally to adapt the offering to emerging issues.
- Entering and recording script orders.
- Carrying out searches, sending articles and indexing them to clients profiles
- Creating client accounts in the platforms and managing the back office during the life of the contract (customisation, contact list, recipient group, etc.).
Who you are:
- 3 to 5 years' higher education in customer relations management or similar.
- Initial experience in a similar role is desirable.
- Full command of English and fluent in one or more European language's (German a distinct advantage)
- Good command of office and CRM software.
- Good interpersonal skills.
- Good listening and communication skills.
- Dynamic and responsive.
- Works well under pressure
What do we offer?
We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:
- Competitive salary and benefits
- Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with
- A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support
We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.