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Bilingual Customer Support Rep Omaha (PL) LinkedIn

7:49:00 PM
The Customer Support Representative is responsible for providing high quality telephone and email support to LinkedIn members. This position must respond to advanced inquiries regarding the LinkedIn suite of products and tools. CS agents support and troubleshoot LinkedIn issues as well as assist in determining resolution for customers. The position is expected to complete phone and email inquiries from customers in a high quality, timely and precise manner.

Responsibilities:
  • Respond to service requests and customer inquiries via telephone and email.
  • Initiate calls to premium customers, when appropriate, to answer questions and help resolve issues.
  • Serve as the single point of resolution for the customer.
  • Assist customers with product information and site navigation. Ensure that new customers are familiar with LinkedIn procedures and processes that will impact their ability to manage their on-line businesses.
  • Research and resolve inquiries verbally, in writing, and on-line.
  • Provide feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues.
  • Responsible for attending ongoing training and developing knowledge relating to business networking, recruiting and placement.
  • Accurately record customer trends using internal tools.
  • Perform related duties as assigned.

Requirements:
  • Bilingual or multilingual in the following languages a plus: Brazilian Portuguese, French, Malaysian, Indonesian, German and/or Japanese.
  • High school education required with equivalent work experience. College degree preferred but not required.
  • A minimum of 3 or more years experience in one or more of the following areas in Customer Support, Sales, Marketing, Human Resources or Account Management. Internet experience and knowledge is essential.
  • Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer.
  • Customer communication experience in both phone and email support. Soft-skills training is highly preferred.
  • Experience using Salesforce. Preferably as an Administrator.
  • Experience using Microsoft office products including: Excel, Word, Outlook, and PowerPoint.
  • Strong proficiency with the internet, including the ability to explain Internet functionality to customers via telephone and email.
  • Ability to multi-task using different media
  • Strong working knowledge of PC based Internet and software applications.
  • Results-oriented to meet and exceed assigned customer satisfaction goals.
  • Excellent internal and external communication skills. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
  • Truly understand customer needs and serve as an advocate for the customer’s interests within the LinkedIn organization.
  • Team player with demonstrated ability to execute across a cross-functional team
  • Must be able to work independently.
  • Strong working knowledge of PC based Internet and software applications.
  • Knowledge of internal systems and software (The Internet, Salesforce, Microsoft Office – Outlook, Word, Excel).
  • Ability to communicate effectively via telephone by utilizing active listening, soft skills, and clearly speaking to the customer.
  • Ability to make discretionary decisions based on research. Performs a variety of tasks. Works under general supervision; typically reports to a manager. A certain degree of creativity and latitude required.
  • Ability to communicate effectively via email transmission by utilizing soft skills, proper grammar and punctuation skills.
  • Sense of urgency and follow through.
  • Ability to develop and maintain professional working relationships with co-workers and peers.of urgency and follow through.

Company Description

Founded in 2003, LinkedIn connects the world's professionals to make them more productive and successful. With 175 million members worldwide, including executives from every Fortune 500 company, LinkedIn is the world's largest professional network on the Internet. The company has a diversified business model with revenues coming from member subscriptions, marketing solutions and hiring solutions. Headquartered in Silicon Valley, LinkedIn has offices across the globe.

Additional Information

Posted:
September 3, 2012
Type:
Full-time
Experience:
Not Applicable
Functions:
Customer Service 
Industries:
Information Technology and Services, Internet 
Employer Job ID:
2973
Job ID:
3210429

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