Customer Relationship Manager - Portuguese speaking

Brook Street is currently working on behalf of our Global IT Client to recruit a CRM Manager. This is a contract role based in Reading for 18 months.

Description:
The Customer Relationship Manager is responsible for handling customer escalations that come to the Advocacy team through channels such as Executive, Legal and Press. Advocacy escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to consumer products and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with sensitive customers or situations. Customer relationship managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving! Customer relationship managers represent the business by providing world class service and displaying our core principles in all their work.

Responsibilities:
" Customer recovery and problem resolution.
" Relationship management
" Documentation of customer issues for further analysis by the business.
" Identifying reoccurring or emerging issues and escalating to the appropriate channels.
" Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately
" Ensuring strict service levels are adhered to
" Self-prioritise and manage case work.
" Grow to become a Subject Matter Expert in an area of focus.
" Cross training, team operational projects as requested.
" Follows all privacy policies, legal considerations
" Full own the customer relationship through to resolution

Desired Experience
" Customer Service and support experience
" Technical support experience
" Demonstrated business maturity
" Good knowledge in one or more of the following areas
i. Technical Support and trouble shooting
ii. Accounts and billing
iii. Supply chain
iv. Retail
v. Devices
" Escalation management & Critical situation handling
" Problem solving and research skills
" Computer/Technical skills
" Organisational skills with attention to detail
" Understanding of Reverse logistics
" ITIL or similar problem management

Technical Skills
" Microsoft Windows
" Microsoft Office
" Technical troubleshooting
Language
" Fluent English one or more of the following
o Portuguese

As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.

Salary: up to £ 31,945 per annum plus bonus

Location: Reading

Application Deadline: 9am Wednesday 22nd August 2018