Respond promptly to members inquiries, handle them in order to resolve their complaints;
Obtain and evaluate all relevant information to handle inquiries and complaints;
Communicate and coordinate with the relevant internal departments making arrangements for the members to get a response in a timely manner and ensure the members’ needs are understood and met (track and route problems and requests and document resolutions);
Direct requests and unresolved issues to the designated resource;
Perform thorough user account & activity verifications (in the database and on the site);
Perform end user testing of panel websites and report findings to the appropriate persons;
Provide feedback insights gained from community monitoring, members reports and your verifications;
Research, coordinate and escalate fraud checks within members groups as needed;
Keep the Team Leader up-to-date on major user activity trends and issues observed.
Required skill set :
Proficiency in German;
Studies related to foreign languages or a graduate with proficient linguistic skills;
Competence in Microsoft Office and ability to learn new computer applications;
A proactive approach to problem resolution;
Organization and prioritization skills;
Understanding of popular social networks / online community platforms design, functionality, users;
Empathetic, able to handle conflict and pressure;
Creativity; attention to details and communication skills are highly appreciated;
Customer service orientation, adaptability and positivity.
Our Values :
Integrity and respect . We treat our colleagues, clients and partners how we want to be treated.
Success in unity . We deliver results by working as a team with common goals.
Smart decisions in action. We implement plans without delay and stay nimble to change on demand.
Make it simple. We simplify complexity, making the complex easy to understand.
Be bold. We welcome big and small ideas that challenge and inspire us to change.
Delight customers . We work tirelessly to exceed expectations, turning satisfaction into delight.
Reward great work. We believe performance is the reason for advancement. Do good work and good things come.
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 we are always looking for rising stars to join our team.
We are proud of our staff members and we offer competitive salaries, a wide range of benefits and the chance to progress your career within a truly global organization.
Professional & personal growth : Training opportunities and career development plan.
Financial package : Competitive salary, performance bonus.
Health : Private medical insurance.
Office comfort & fun : Central building location, relaxing room (X-box, Ping Pong table).
Work-life balance : Working from home policy.
Join our global team. We welcome big thinking and reward great work.