Customer Contact Center Specialist

At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home!

Customer Contact Center Specialist

Lithuanian speaker

About the role:

We are currently looking for a new colleague to join our team of 5 Contact Center Specialists. The main objective of this role is to create best-in-class brand and product ownership experience for the consumer, both online and via phone/mail/social media contacts.

Please note that this is a maternity cover: 1 year fixed term contract with possibility of extension.

In detail you will:

• Be a single point of contact for consumers across 360 degree consumer journey, i.e. covering contacts regarding pre-sales, sales, webshop, product, marketing/promo campaigns, registration support, repair (warranty and out of warranty), technical support, product usage, complaints handling, chat etc.
• Support customers via different inbound contact channels, i.e. phone, email, social media, chat
• Execute outbound call activities on request, i.e. callbacks to consumers after visit of technicians to verify quality and customer satisfaction of service provided by 3rd party companies
• Create simply outstanding consumer experience (low effort, delightful and inspiring) for each consumer contact
• Cross/up sell via advice of consumables & accessories, extended warranties, spare parts, finished goods or other Electrolux services during contact with consumer;
• Work & process data in Electrolux systems & tools like Genesys, Regulus, SAP, others.
• Cooperate closely with other departments of Electrolux (e.g. technical support, marketing, ownership solutions, etc.) and service partners
• Participate actively during training process; ability to learn/improve constantly;
• Drive KPI and focus on quality improvement of Contact Center
  
  

Requirements:

• Previous experience in contact center environment (preferably 1 year, consumer electronics would be an additional plus)
• Strong consumer care competencies (strong communication skills, problem solving skills, ability to handle stressful situations appropriately and with positive attitude, trouble-shooting)
• Previous exposure to cross-selling in CC environment would be an additional advantage
• General knowledge of processes & IT systems used in contact center environment
• Languages: Lithuanian speaking line support: excellent verbal communication and writing skills in Lithuanian, very good English for training purposes (minimum B2)
  
  

You are:

• Professional- reliable and proactive
• Team player-collaborative and supportive
• Agile-you react positively to new unknown or ambiguous situations and adapt accordingly.
• Energy- you demonstrate tenacity and focus by continuously striving to reach goals and overcoming obstacles.
• Growth-you demonstrate willingness to learn and develop
• Openness- the customer and consumer is in focus at all times. You easily create networks at different levels and in different functions in the organisation.
  
  

Where you will be:

Electrolux Latvia Ltd. Duntes iela 17A, LV-1005 Riga

Benefits insights:

• Base salary and a bonus scheme
• Health insurance
• Discounts on Electrolux products
  
  

Find out more:

Electrolux Group: https://www.linkedin.com/company/electrolux/life/lifeatelectrolux