German speaking customer experience associate in 3, Dublin, Ireland

Customer Experience Associate

Purpose / Role:

This is a customer centric role focused on delivering an outstanding customer experience and driving the results of digital marketing campaigns made by Small to Medium Business (SMB) customers of a global Fortune 500 company. Success in this position requires someone keen to work in a fast paced and challenging environment- someone whom will go above and beyond to exceed customer expectations. You will be supporting the customers via telephone, live chat and email so excellent communication skills is a must.

Responsibilities include:

  • Provide multilingual customer support and advice to SMBs based in Europe, Middle East and Asia through different channels – live chat, email and phone
  • Responsible for helping SMB customers drive results via their marketing campaigns through consultation, education, and support and by demonstrating the value of the clients SMB advertising solutions
  • Solve technical issues which are facing customers to ensure the customer is getting full use of the product
  • Give accurate analytics to customers on request
  • React quickly and efficiently to complex queries
  • Work with business customers to identify their growth / marketing plans and give advice on how to implement the product to achieve them
  • Be an advocate of our organisation and strive to exceed in customer satisfaction ratings
  • Provide product and tool support to improve the overall experience and drive higher product adoption and spend
  • Identify trends and solve problems facing multiple business customers
  • Provide vital product insights and feedback on client products

Skills and Experience:

  • Experience working in a customer centric environment
  • Experience working in a fast-paced environment
  • Prior experience in working with analytics or billing would be beneficial
  • Minimum of 1 year’s prior work experience in the marketing or technology sector is desired
  • Able to deal with and solve complex queries
  • Familiarity with online advertising and social media products
  • Fluency in English AND full fluency in the desired language
  • Exceptional grammar and the ability to construct emails efficiently

The Person:

  • Demonstrates speed, agility, critical-thinking, problem-solving skills and ability to act quickly on given directions
  • Has an interest in Marketing / Advertising
  • Able to adapt to continuously evolving SMB needs to help clients grow their business on the advertising platform
  • Professional customer service skills: solutions mind-set, helping nature, passion for the customer and customer experience
  • Resolves customer issues in a timely manner, pro-actively communicate to clients on progress and pro-actively identify areas where clients can improve how they use our solutions
  • Self-driven with strong attention to detail and the ability to follow tasks through to conclusion
  • Ability to multi-task and work under pressure
  • Excellent communication skills: verbal, written, listening skills

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