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Enterprise Service Specialist (Brazilian/Portuguese) based in Dublin

Ireland, IE - Information Technology and Services, Internet

The Enterprise Services Specialist will deliver an excellent experience for enterprise customers of our recruitment products (LinkedIn Talent Solutions). You will be effectively resolving 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

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


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


• 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;


• You may also get involved in working on projects around customer engagement and improving the customer journey.

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 possibly 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. 26 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

Requirements:

• 3-4 years’ experience in Customer Service with increasing responsibilities, preferably in the internet industry


• In addition, experience in account management, mentoring/coaching, recruitment, training, technical solutions or leadership would be a definite plus


• In-depth knowledge of social media with an emphasis on professional networking an advantage.


• Exceptional written and verbal communication skills in English and any additional languages you may be required to support


• Proven ability in working in a target driven environment and in delivering excellence in customer support. Process improvement or project experience is an advantage


• Flexible, self-motivator, and adaptable to change


• Recognize yourself in the 5 LinkedIn Values: Collaboration, Humor, Results, Integrity, Excellence

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.

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 December 01, 2014 at 02:22AM from LinkedIn http://ift.tt/12jtXQp

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