Multilingual Consumer Engagement Service Representative

United Call Centers is a global leader in providing multilingual call center services using an at-home workforce. At United Call Centers we provide Omnichannel Front Office BPO services globally 25+ languages and we are currently looking for talented Multilingual Consumer Engagement Service Representatives for our International Team.

The new hire will be working with one of UCC’s biggest Partners from the FMCG industry.

Job responsibilities:

• Inbound tasks:
  • Respond, classify, support and/or triage consumer complaints following Nestlé guidelines
  • Register and follow up on consumer complaints
  • Process orders, returns, refusals, credit notes, invoices
  • Provide information about product, services, and brands
  • Provide technical support, troubleshooting, website navigation to consumers
  • Identify alerts and escalate, support during crisis
  • Manage consumer data: bank account, data privacy, account removal, registration
  • Register new members, update, recover password, account, and email, delete users
  • Provide specific expert information and guidance to consumers when needed/applicable
• Outbound tasks:
  • Contact back consumers using any of the channels to resolve a case
  • Conduct outbound surveys with consumers
• Backoffice tasks:
  • Create reports on consumer feedback and online conversations, classifications to be prepared and sent to consumer
  • Publish social media content
  • Crisis and issue management
  • Ecommerce back-office support
  • Data Entry

You are our top applicant and soon-to-be Colleague if:

• You speak at least 2 of the following languages on C2/native level: Croatian, Serbian, Montenegrin, Albanian, Bulgarian, Slovenian, Macedonian, Romanian, Bosnian, Italian, Czech, Slovak, Hungarian
• You speak English fluently
• You have at least 1 year of experience working in consumer engagement service/call center
• Your written and spoken communication is flawless
• You have great analytical and problem-solving skills and great attention to detail
• You are proficient in using Microsoft Office Suite and Online applications, technology acumen
• You have Social Media / Community Management expertise
• You can work well in a team as well as by yourself
• You can participate in all the required trainings – first training scheduled for 29.05.2023.
• You can work 8 hours a day in a flexible schedule
• You are looking for a stable, long-term job, with great developmental opportunities

Our offer:

• Competitive remuneration package
• Remote work
• Flexible schedule
• Welcoming and supportive environment
• Great developmental opportunities within the company

Please note that this is a long-term, contract-based opportunity (2+ years).

Work Environment Requirements:

• Quiet workplace (tasks are delivered from the comfort of your home)
• USB Headset (separate microphone and loudspeakers are not good enough to manage calls)
• Laptop with Windows operating system (Windows 8 or above), Memory – 2 GB RAM, and Processor (CPU) — 2 GHz
• Browser: The latest three versions of Google Chrome or Mozilla Firefox
• Broadband internet connection (mobile internet is not good enough to manage calls)

Upon application, please make sure you submit your resumé in English.