This is an exciting new role within the WW Customer Retention & Loyalty Team in Enterprise Marketing.
The world is rapidly changing, with an increased importance given to the Online interaction. Therefore, more personalized Customer Relationship and Customer Marketing tactics have now the opportunity to be the new winning mix for driving authentic customer management.
We are looking for a passionate, self-driven, customer-centric by nature individual, with experience in commercial focused customer facing roles and impeccable work ethic.
Main Responsibilities:
As Customer Retention & Loyalty Specialist you will be responsible with delivering and continuously improving results of Customer Relationship and Marketing related actions as follows:
- Directly manages Online B2B Existing Customers by executing agreed segmented approach (using multiple channels) with the following objectives:
- increase Renewal Rates;
- upsell/cross-sell in line with changing customer needs;
- keep customers updated with relevant info about Bitdefender products, new features etc.
- manage any other Customer Retention related request (i.e. services, products, billing, equipment, claims and reports problem areas).
- Reviews, proposes and implements new tactics, programs, campaigns with the objective of increasing Customer Value by delivering relevant and personalized experience;
- May be required to work in shifts, with one or multiple queues/skill sets over various customer contact channels;
- Acquires complete information in order to escalate complex issues to the upper tier.
- Manages any other Customer Retention & Loyalty requests as agreed with direct manager.
Requirements:
- Proficiency in German, effective verbal and writing communication skills, including grammar and tone;
- 1+ years customer management/service experience required, ideally in a software company, with proved success record;
- Education in Marketing related areas is considered a plus.
- Proficiency in English, effective verbal communication skills, including grammar and tone;
- Strong ability to manage customer needs & requests by asking relevant questions to identify customer the most relevant need, even beyond the obvious;
- Effective listening skills, high level of empathy, ability to remain calm and confident in any situation;
- Self-motivator - upbeat and with a high energy level;
- Impeccable work ethic, team-oriented attitude;
- Skilled in PC, Office suite, Internet navigation including multi-tasking with multiple applications, basic reporting skills will be considered a plus;
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