German Community Specialist - Lisbon
We run a multilingual engineers' modern businesses in Lisbon, Portugal. It is an instantly recognizable, global iconic brand and a place where employees learn, collaborate, and help improve a digital product used by over a billion people worldwide!
You will be part of a rapidly growing multilingual team. The Team will be working onsite with and alongside internal teams for a leading online multinational company to respond to requests and assist in the success of this project. You will receive extensive training to develop your skills to succeed in an environment that is professional, modern, fast paced and driven by excellence. For a number of reasons, we have been recognized as a top employer in Portugal and Canada in LinkedIn's annual ranking of top companies.
We are committed to investing in our people. We offer a range of training programs at the start and throughout your career with Cognizant to increase your depth of knowledge on world\-class platforms and tools.
What you’ll do
You will be providing Community Specialist for a video streaming platform. You will have the accountability and responsibility to deliver on our customers’ needs through on going, superior support interactions. Including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.
Key responsibilities
- Focus on delivering on key results like first time resolution, efficiency and quality metrics
- Demonstrate ownership, high level of commitment and provide excellent support to stakeholders and Product Experts
- Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
- Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
- Be an Incredible Communicator: Able to interpret sentiment of the partner and address partner requests/concerns in a timely manner with an aptitude for building strong client relationships
- Support partner queries pertaining to, channel management and performance, channel analytics and any technical issues in a friendly and accurate manner
- Serve as a consultant to internal, cross\-functional stakeholders on the video platform product.
- At least 12 months of direct customer service experience required, preferably in contact centers
- German level C1/C2 and English C1
- Self\-starter, strong attention to detail and able to juggle multiple work streams at once
- Experience in Advertising, Media Planning, Copywriting, Social Media Campaign and the like is a plus
- Technologically capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug\-ins, common websites) and terminology. Must have experience with PowerPoint and Excel or similar tools
- Excellent Written communication and organizational skills; can switch from business to casual communication tone depending on the end user's need \[mandatory]
- Comfortable with speaking to a large audience
- Demonstrated capabilities of critical thinking, analysis and problem solving
- Critical thinking and strong problem\-solving skills \- able to investigate and follow\-up appropriately, or make judgments and escalate when necessary
- Comfortable with a rapidly\-changing environment
- Pleasant and inspiring working atmosphere
- Opportunity to be part of a rapidly expanding global organization with irreproachable reputation
- Professional development and clear career path
- Training \& development opportunities
- Competitive salary \& relocation allowance\*
- Relocation applicable only for international candidates joining us from abroad.
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