German Community Specialist – German (Social)

Role Summary

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. 

Requirements

• 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

Compensation and Benefits

We offer: 

• 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*

Salary and Bonuses:

Base Salary:

• Less than 1-year of experience base gross annual salary 14,000 euros
• Between 12- 18 months of experience base gross annual salary 15,260 euros

• Between 18-24 months of experience base gross annual salary 15,680 euros

• With 3 years + experience base gross annual salary 16,100 euros

Language Bonuses:

• 2820 euros to 3240 euros in language bonus per annum

Meal Allowance:

• 7.63 euros per working day (Net)

Transportation allowance

• 720 euros per annum (Paid with salary)

Yearly Performance Bonus

• Up to 5% of the yearly gross base salary (Paid in the March of each year)

Additional benefits

Relocation Package & Bureaucratic Support (To obtain NIF and NISS)

• Local based in Portugal (Outside of Lisbon) - 1250 euros
• Hired within European space, inclusive of Portuguese Islands – 2500 euros
• Hired outside of Europe – 3500 euros
• Accommodation support bespoken to your needs and budget

(Please note all monetary relocation support will be included in the first payment cycle).

More Benefits

• Free access to the UDEMY business platform (Certified E-Learning Platform)
• Access to Wellness time and Activities
• Private Health Insurance (With Dental and Family Plan)
• Life Insurance

Working Conditions

• Shifts: Monday – Saturday 7am- 7pm
• Contract:  1-year (Renewable each year)

Location

• On-site in Lisbon, Alcântara