Software Customer Experience Analyst with English (CRAIOVA) in Craiova

Basic Information Last day to apply 13-Sep-2021 Description and Requirements “We are what we repeatedly do. Excellence, then, is not an act, but a habit”. - Will DurantWe are looking for a Customer Experience Analyst with English to join our new Software Customer Advocate team in Craiova.Software is changing the world, and our new client, Atlassian, is at the center of it all. They are advancing the art of team collaboration with products like Jira Software, Confluence, Bitbucket, and Trello. Atlassian is a rapidly growing software development company, and the Customer Advocate team is responsible for improving the customers' purchasing experience.You are our missing piece of the puzzle if:You have an advanced level of English (both written and verbal);You have at least 1 year of experience in Customer Support or Training-related fieldsYou have an analytical mindset and your are skilled in Excel/Google sheets;You possess excellent attention to details and active listening skills;With a problem-solving orientation, you are open and collaborative in finding creative solutions;You get your energy and motivation from helping people. You put the team first and yourself second;You have great communication and interpersonal skills. You are patient and cool under pressure;You are autonomous and have strong time management skills;Flexibility is one of your strong points and can handle tight deadlines.Yourresponsibilitiesmay include:Enrollment in client facing activities like analysis, calibrations or business reviews;Evaluate agents call and case handling with regard to quality and customer service. Audit an agreed % of agent cases per day and provide the Team Managers with regular updates;Monitor the levels of quality provided to customers and provide feedback to the Leadership Team;Identify and implement initiatives to drive up customer satisfaction;Work closely with the Leadership team and the Customer Experience team, assessing workload and CSAT/QA performance;Complete root cause and process gap analysis for executive escalations, specific client complaints;Respond to local stakeholders in a timely manner and brainstorms with operations on proactive solutions to minimize customer dissatisfaction scores;Operational alignment – attend meetings with the Leadership team to reveal findings, trends and recommendations that will improve operational KPIs;Participate within Weekly, Monthly and Yearly Business reviews;System tools: ensure access to all the available tools are monitored on a regular basis;Perform any other reasonable tasks needed for process excellence;Deliver coaching/ feedback sessions when/ if needed;Handle calls in special circumstances - AHOD/ high volume periods;We offer:Stable job - permanent labor contractsFixed salary and monthly performance bonusMonthly meal ticketsPublic transportation and gym subscriptions reimbursement, after the trial periodInternational career - paid training and international career opportunitiesMultilingual exposure - improve your spoken and written language skillsInspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year longPrivate medical insurance coverageSpecial discounts across a variety of Banks, Telecoms, Gym & Fitness centres and more Required Language(s)English

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