The Community Manager’s goal is to respond to member’s e-mails, resolve member’s problems and escalate any issues to the appropriate internal personnel and teams.
Your main tasks will be to :
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 verification's (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 verification's;
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.
Your abilities need to be :
Proficiency in English and German language;
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.
What we offer :
Training opportunities and career development plan;
Competitive financial package : salary, performance bonus, sport allowance, meal tickets and gift vouchers;
Private medical insurance;
Exceptional office comfort : top office facilities and equipment, gaming room, central building office;
Extra vacation days;
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