Social Media Resolver with Swedish language

Social Media Resolver with Swedish language
Competitive salary
Bratislava, Slovakia

People make Dell – so wherever in the world they work, everyone is rewarded for their contribution. Ready to develop your career in a truly global company? Within the Services at Dell, we are looking for a Social Media Resolver to join our team in Bratislava.

Dell provides end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more. You will be part of a collaborative team that believes in honest communication, shares creativity and welcomes different perspectives. There is a winning culture built on a platform of integrity and a spirit of innovation. We will also provide the mentoring, training and opportunities for you to fulfil your ambitions and potential.

Key responsibilities:

The Social Media Resolver is responsible for managing conversations pertaining to Dell support in Social Media & Community (SMaC) and is the primary outreach for customers in Social Media that need assistance from Dell. This role will support all Global CSS teams. Specialists will also participate in defining the program to allow for further global expansion.

Main responsibilities are:

• to utilize SMaC listening tools to listen to and assess different customer posts and conversations
• to exercise analytical skills to identify trends and prepare and post proactive content
• to engage in SMaC conversations to provide Dell’s official response and position as well as to outreach to help customers in need
• to identify and resolve issues voiced by customers in SMaC. This can include personal resolution and/or coordinating resolution with internal Dell resolver groups.
• to close the loop with customer upon resolution

Essential requirements:

• Swedish language - advanced, English - communication level
• Strong communication skills with excellence in writing
• Strong customer focus
• Ability to identify a potential problem and to escalate a problem before broad customer’s groups are impacted
• Experience with social media platforms (Twitter, Facebook, G+ etc.)

Desirable requirement:

• Experience with multiple cross-functional partners between Sales, Customer Care and Technical Support departments to achieve resolution in complex customer situations
• Experience with video producing and with Adobe Premier is an advantage