Customer Success Specialist

About the job

• Customer Operations is part of Downstream Global Commercial and its core purpose is to deliver a “best-in-market customer experience and business value, at an affordable cost".
• Customer Operations supports all Downstream marketing businesses across a range of Customer Fulfillment activities.

This job provides high-quality frontline customer facing service to support the retail end to end integrated team.

The Customer Success Specialist Loyalty needs to project a professional company image by providing the best customer experience through phone interaction, emails, ticketing, live chat and social media engagements with customers. In this role you need to deliver effective communications, value-adding interactions and efficient issue resolution.

Principal Accountabilities:

• handling a range of front-line customer enquiries within the agreed processes and ways of working,
• taking ownership for the resolution of Integrated Retail B2C complaints, feedback, and compliments, liaising with other service partners,
• dealing with customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry and premium memberships,
• handling transaction queries, self-serve queries and general loyalty related enquiries,
• performing compliance checks on fraud and manual data quality control,
• managing the lost/stolen/forgotten cards process,
• collaborating with third-party logistics companies,
• liaising with internal interfaces within the agreed processes and ways of working,
• working with different teams,
• support social media platforms responding to customers’ queries taken through these channels,
• working with the new digital live chat channels for inbound customer queries,
• dealing with reports regarding promotions, third party offers, gift delivery, balance enquiry and premium membership.

Requirements:

• excellent command of English and French (B2 level is a minimum),
• bachelor’s degree preferred or equivalent experience,
• previous experience in customer service,
• able to demonstrate a continuous improvement mindset and problem-solve independently, dealing with a range of uncommon queries,
• experience in Microsoft Office with experience in using social media platforms including Twitter/Facebook,
• able to demonstrate resilience and patience, especially when interacting with challenging customers,
• possess a strong customer service ethic and ability to understand, meet and champion the customer’s needs,
• able to demonstrate communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly,
• Dutch language proficiency – B2/ C1 (as an advantage).