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Enterprise Service Specialist (Brazilian/Portuguese) based in Dublin

Ireland, IE - Information Technology and Services, Internet

Enterprise Service Specialist



Primary objective – Delivering an excellent customer experience for enterprise customers of LinkedIn Talent Solutions. Achieved through effectively resolving and escalating customer issues, ensuring clients are maximising the value of the solution in meeting their hiring objectives and driving utilisation of the tool. The role supports the sales organisation and proactively solves customer issues.



SPECIFIC DUTIES

• Incumbent has responsibility to provide support to LinkedIn’s Corporate Solutions clients.


• Work within a queue support model with specific daily targets on the number of customer contacts completed.


• Analyze and understand the client and their business, answering all product inquiries and questions.


• Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy, and product changes that will affect users.


• Document all communication with users and accounts accurately and in a timely manner via system tools. Ensure that issues are escalated appropriately to appropriate internal departments and management.


• Onboarding and training new customers in relation to the Talent and Sales Solutions products via phone and webinar.

Objectives:

• Within your first 30 days you will be fully on-boarded and will have started to deal with our customers in a multi-channel environment including email, phone and chat


• After your first 60 days you will still be absorbing product knowledge, starting to become independent but still supported by your mentor and dealing with 20 customer contacts per day


• After 90 days you will be dealing with approx. 27 contacts per day and continuing to build product knowledge


• After 3-6 months you will also be mentoring new staff, building relationships with the sales organisation and have a good understanding of customer issues


• Identify opportunities for proactive discussions with users. Add value to customer interactions through finding opportunities to provide solutions to customers beyond the scope of the initial query


• You will be expected to meet and exceed metrics for the Enterprise Support team including Customer Satisfaction, Productivity, SLA’s and Quality goals

Life as an Enterprise Service Representative:

• You will be joining a growing team and have the ability to shape and transform the way we support and provide an excellent experience to our customers


• LinkedIn is in hyper-growth, small enough for you to make a real impact in the way we deal with our clients but large enough for you to have the resources to achieve this. As this is an expanding team you will really see the impact of the ideas and creativity you bring to the organisation and will have the opportunity to deal with a wide range of LinkedIn teams including sales, product support, direct marketing and corporate communications


• You will create value for our enterprise customers in becoming a product expert on our hiring solutions, this will enable you to develop your career within this innovative business and open the door to other opportunities in support, product consulting, operations, risk or even sales. Excellent oral and written communication

Fluency in Brazilian/Portuguese & English is required

Note: This role is based in Dublin, Ireland. You must have a valid EU work permit to apply for this role.



No salary provided



Posted October 29, 2014 at 11:52PM from LinkedIn http://ift.tt/1wGdvEA

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