Consumer Care Advisor (Danish)

ROLE: Consumer Care Advisor (Danish)

REPORTS TO: Team Leader

DEPARTMENT: PMI Operations

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world-class expertise covering customer experience and process management, digital solutions and cutting-edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e-commerce.

MISSION OF THE ROLE

We are seeking versatile multichannel advisors to join our team on a journey to a smoke-free future. This role requires exceptional communication skills and a growth mindset. It is suitable for candidates who thrive in dynamic environments.

As a Consumer Care Advisor, you will be the first point of contact for our Consumers, and it will be your responsibility to ensure that they get the assistance they need.

You will be answering and resolving enquiries over various communication channels, ensuring our Consumers receive excellent consumer service and their expectations are met. You will also be responsible for outstanding outbound communication, ensuring consumer retention through support and various offers.

Our Consumer Care Advisors are true ambassadors for the company, with a passion for what they do and for supporting our Consumers.

RESPONSIBILITIES

• Address Consumer needs by developing and maintaining a good knowledge of the client’s products
• Manage interactions through the agreed processes and provide Consumers with a consistently high standard of service.
• Understand the full portfolio of devices and consumables, and utilise this knowledge to solve Consumers' needs and pain points.
• Maintain a good Knowledge of Consumer Programs
• Develop knowledge and understanding of the consumer programmes to effectively handle queries and overcome any objections faced.
• Tailor the tone of voice and messages used in accordance with the queries identified by our Consumers
• Maintain systems understanding to support our Consumers in an Omni-channel way
• Interact with Consumers in a multi-channel environment, supporting queries, answering questions, providing essential support and coaching via various channels (e.g. live chat, phone, email, video or social media).
• Accurately capture the Consumer needs in our systems and direct the resolution (if not completed on first interaction) to the appropriate team.
• Support the assigned Line of Business
• Provide constructive feedback on system functionality, available tools, processes, etc.
• Share consumer insights.
• Address opportunities for improvement.
• Support the team in achieving team and client’s objectives

REQUIREMENTS

• Excellent Danish & English (both written and spoken)
• Excellent communication skills
• You will be required to provide clear, correct, complete, and concise information to various audiences using various communication channels. You must be able to express your ideas, opinions and statements clearly.
• Above-average grammar and spelling
• Since you will be using various means of communication, including written (e.g. email, chat…), excellent grammar and spelling is a must.
• Emotional intelligence
• You will be supporting consumers with a wide range of personalities and needs. In order to make the message stick, it is important to build rapport, employ active listening, empathy and other key skills.
• Proactiveness
• As a Consumer Care Advisor, it is necessary to demonstrate a proactive approach in spotting opportunities for improvement, providing feedback and insights, and helping others.
• Growth mindset
• To ensure efficient operations and overall continuous improvement, you need to have the willingness and drive to continuously educate yourself.
• Logic and critical thinking
• Efficient problem-solving will be part of your responsibilities as a Consumer Care Advisor, as you will be required to deal with consumer requests of various levels of difficulty.
• Attention to detail
• You will be required to capture the interaction summary in our systems. Clarity and correctness of the records is key.
• Digital Skills
• Google tools (Email, Docs, Meet,…), proficiency in computer technology and systems, as you will be required to work with a wide range of the client’s systems
• Desirable: previous experience in a similar role, inbound and outbound