Social Media Junior Specialist

Your responsibilities

• Delivering high quality and consistent service through social media channels such as Facebook, Instagram, X, Trustpilot, Google and Amazon Reviews

• Resolving queries and complaints by understanding the customer's needs, identifying the cause, selecting and ensuring full resolution

• Supporting our customers in customer-related topics.

• Advising customers on product information including size, color and stock availability, as well as available promotions

• Assisting with all online order information requests

• Maintaining service and product knowledge expertise

• Ensuring accurate, valid and complete data input, at any time, in all systems

• Supporting back-end activities of the CRM system and ensuring loyalty program member data is checked and processed

• Building sustainable relationships of trust through open and interactive communication

Our requirements

• Minimum 1 year of work experience in a customer-facing role, ideally in a multinational contact center doing inbound and outbound customer service

• Naturally accommodating, service-oriented and passionate about hosting and making people happy

• Strong customer service focus and relationship building skills

• Experience in handling multiple communication channels at the same time (email/chat OR phones/email)

• Convenient using multiple tools while assisting customers, such as: Outlook, Microsoft Teams platform, Word, basic knowledge of excel or similar systems. Experience with SAP is welcome but not mandatory

• Knowledge of eCommerce business preferred

• Ability to foster effective collaboration with a high number of stakeholders

• Fast learner and understanding of systems and processes

• Solid communication and negotiation skills

• Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer

• C1 level in English

• Proficiency in other languages ​​is welcome (German – Italian – French – Spanish – Portuguese).

What we offer

• Learning and career development programs to help you grow

• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters

• Hybrid and flexible work options to support your work-life balance

• Paid volunteering leave to support causes that matter to you

• Exclusive employee discounts on Swarovski products

• Private medical coverage

• Life insurance

• MyBenefit program

• Employee social fund

• Recognition awards