Customer Experience Specialist
4 semanas atrás
**Customer Experience Specialist**
Toluna is a technology company connecting brands with consumers for digital qualitative and quantitative research. We deliver insights on demand through a full spectrum of end-to-end solutions that map customer journeys, develop new products and much more.
To support our global growth, we are looking for a Customer Experience Specialist to join our team.
The Customer Experience Specialist's goal is to provide exceptional support to our community members, ensuring their needs are met and issues are resolved in a timely manner.
**Key Responsibilities:**
Respond promptly to community members' enquiries, handle them to resolve their complaints.
Obtain and evaluate all relevant information to handle enquiries and complaints.
Communicate and coordinate with internal departments to ensure timely responses and resolution of issues.
Direct requests and unresolved issues to designated resources.
Perform thorough user account and activity verifications.
Provide feedback insights gained from community monitoring and member reports.
Research and escalate fraud checks within member groups as needed.
**Required Skills:**
Proficiency in Portuguese and English.
Studies related to foreign languages or related, or a graduate with proficient linguistic skills.
A proactive approach to problem resolution.
Organization and prioritization skills.
Understanding of popular social networks and online community platforms.
Empathetic, able to handle conflict and pressure.
Creativity, great attention to details, and very good communication skills.
Customer service orientation, adaptability, flexibility, and positivity.
**Our Values:**
Integrity and respect.
Success in unity.
Smart decisions in action.
Make it simple.
Be bold.
Delight customers.
Reward great work.
**What We Offer:**
At Toluna, you will find an exciting and multicultural place to work. We employ the best and the brightest in our industry and are always looking for rising stars to join our team.
Professional and personal growth: Training opportunities and career development plan.
Financial package: Competitive salary, performance bonus.
Health: Private medical insurance.
Office comfort and fun: Central building location, relaxing room (X-box, Ping Pong table).
Work-life balance: Working from home policy.
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