Marketing Product Expert with English
Spirit of the role:
The Marketing Product Expert will own and manage a stream of incoming requests from customer facing Agents and will work with internal and external tools and teams to provide a timely and accurate response. The Marketing Product Expert will create, update and help develop a workflow for a specific process.
The Product Expert will work closely with all key stake holders, especially the client and support the business. The individual in this role will be a strong communicator, comfortable in clearly articulating the agent and customer point of view and someone who thrives in a fast moving environment.
Essence of the job:
Assess, triage and take ownership of investigating and responding to requests from customer facing teams for escalation support.
Be an expert in escalation triage, validation and Agent support.
Maintain contact with and manage communications appropriately with all stakeholders in the agreed process.
Managing communication and project management when required.
Use data to analyze trends and develop insights which will improve the process and provide a better agent and user experience.
Act as a subject matter expert for a specific process, CIR and suggest and implement process improvements.
Provide targeted training to agents on process, products or services Recommended requirements.
Drive escalations through defined process to resolution.
Job Qualification:
1+ years required experience in B2B sales and marketing.
1 years experience in an online sales, digital sales operations, project management or online escalations environment.
Process driven thinking and designing.
Strong product tools process knowledge.
Strong communication and presentation skills.
Comfortable in managing escalations stakeholder.
Awareness of the importance of data and key performance metrics.
Ability to perform in a complex, high stakes, fast paced environment.
Benefits:
We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:
Career Counselling
Additional paid time off
Flexible benefits
Luxury health & dental insurance
Life insurance
Food vouchers
Fuel card
Multisport card
Employee Assistance Program
Bonuses for special occasions
Options to buy shares
Location: Sofia, Bulgaria
Work Model: Full time work from office
#LI-EU
Sofia
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