Customer Support Advocate - Bucharest (French & English)
Hootsuite, Bucharest, Romania, Sibiu, Romania
We are more than a social media company
We’re looking for a Customer Support Advocate to help support our customers by providing a world class service within our SLAs using a passionate and positive approach to the job as well in-depth process and product knowledge. You’ll be working with the Self Serve customers to exemplify great Customer Satisfaction & Quality Assurance. While based in Hootsuite’s Bucharest office (post COVID19) or remotely across Romania (in accordance with Hootsuite's local employment entities), you will report to Manager, Customer Support.
WHAT YOU’LL DO:
- Assist our customers with prompt, friendly and accurate help through any medium or channel (including email, phone, chat, social and public forums)
- Troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
- Identify and promote opportunities for cross/up-sell or churn prevention and guide customers to the best overall solution for them to maximize the value of Hootsuite
- Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phones and social media (Twitter, Facebook)
- Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
- Identify and surface trends of customer or product issues with a focus on potential solutions
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
WHAT YOU’LL NEED:
- Fully fluent in French and English
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Self Development: is personally committed to, and actively works to continuously improve
WHO YOU ARE:
- Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
- Curious. You are always learning and seeking ways to make things better.
- Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
- Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
Monday to Friday 10:00 to 18:00
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
About us Hootsuite is the most widely used social media management platform. We have 15+ million customers and are recognized as a leader in social media management by Forrester, one of the most influential research and advisory firms in the world. Our battle-tested technology, extensive ecosystem, and social DNA help organizations create human connections at scale.
Want to learn more about Hootsuite? Visit Hootsuite's website.
Palantir builds software that connects data, technologies, humans and environments.