Digital Response Specialist

Department: Marketing
Location: 4. Beograd
Application deadline: 15.09.2021
 

This position reports into the Marketing Operations organization. Digital Response Team is responsible for interacting with customers through inbound and outbound channels, including phone, chat, social and web, to create positive experiences. Team members will collect information to support sales, answer customer questions, troubleshoot complaints and help solve customer problems/issues.

 

Key areas of responsibility:

  • Answer customer questions and collect more information from customer to further assist with sales process
  • Act as customer experience representative for inbound 1-800-CALL-NCR call options as face of NCR
  • Help develop a call assurance program with team lead and Marketing Operations Manager
  • Log inbound leads and information collected in Salesforce and Marketo
  • Determine if leads are qualified to pass to sales or support
  • Responsible for inbound questions, issue management escalated from sales and customers on supported sales tools
  • Develop and maintain proficiency on assigned supported sales tools, web portals and processes
  • Develop proficiency of best practices and basic problems that a user may experience
  • Follow call center scripts based on industry
  • Monitor and ownership of email inbox and respond to requests, ensuring closures, classification of inquiries, and escalation management until resolution
  • Candidates with multi-lingual skills will assist in review customer requests in their native language plus assist in review of technical and customer communications in native language
  • Must be flexible for afternoon shift in Central European Time; on occasion, there will be limited 3rd shift work to cover exception situations and holiday coverage.

 

Qualifications:

  • High school degree. Bachelor’s degree preferred
  • 2+ years of experience in a Customer Service/Support environment is a plus
  • Fluency in English: reading, writing and speaking skills
  • One of the following languages is a plus: French, German, Italian or Spanish
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Positive attitude and ability to maintain composure while dealing with upset customers
  • Excellent listener
  • Ability to multi-task and log information while speaking with customers over the phone or other source
  • Self-starter, works collaboratively across multiple disciplines and organizations
  • Has ability to think conceptually and is a resourceful problem solver
  • Strong work ethic and ability to multi-task and manage competing priorities


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