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Job Post Details

Junior Customer Experience Specialist - job post

RWS Group
85 comentarii
A răspuns la peste 75% din aplicații în ultimele 30 de zile, de obicei durează 9 zile.
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Job Purpose:

The customer experience specialist is part of the CX team which has as primary focus to enhance customer satisfaction, loyalty, and ultimately, the success of the business. This particular position would be focusing on responding to customer queries via live chat and email in pre-sales product related matters as well as queries related to the post sale process.

The role is part of a dynamic and friendly team who are looking to increase customer satisfaction and who respond to customers worldwide.

About Group Technology

Group Technology enables the organization to achieve its strategic direction whilst driving shareholder value. The division establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organization across all functions. We drive and deliver future roadmaps aligned to the overall strategic direction of the business. Group Technology support services to over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core Group Technology functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management. Group Technology has a global presence across all regions with over 400 staff.
Job Overview:

Key Responsibilities

  • Participate as a member of RWS Customer Enablement team.
  • Collaborate with the existing team to support growth of the market.
  • Collaborate with the Technical Support team /Dev team /Appstore Dev team to report problems in the software and to escalate licensing or installation difficulties.
  • Collaborate with the marketing and financial teams to offer the best service to customers.
  • Develop and maintain a good knowledge and understanding of RWS Trados products.
  • Respond to comments and customer queries through Live Chat, the RWS Community and approved social channels in a timely manner.
  • Present the RWS products and support desktop customers at road shows and other events if required
    Deliver outstanding customer service.
  • Offer support to other teams when needed.
  • Reproduce customer problems if needed in order to help deliver the best service to customers but also to identify issue and report them to the relevant team.
    The working shifts are from 9am -6pm and 4Pm -1AM with a flexi environment of working from the office a few days and from home as well

Skills & Experience

Qualifications and personal skills will include:


BA/BS Degree or equivalent.

Language knowledge

  • Good verbal and written communications skills in English
  • A second foreign language knowledge not mandatory but a plus

Office pack knowledge

  • Good knowledge with Microsoft office package, mainly with word, excel, power point
  • basic knowledge of outlook usage

Previous experience

  • Relevant previous experience in customer service or/and order processing, data entry ( at least 1 -2 years)
  • Preferable previous experience working in remote and virtual teams.

Other skills required.

  • Focussed, polite and persistent, cool, stable demeanour.
  • Good logic and capable to remain calm under pressure and search for alternative solutions to meet customers’ requests.
  • Analytical skills
  • Attention to details.
  • Builds a strong, trust based report with both internal and external customers
  • Self-motivated and able to work independently.
  • Team player
  • Good communication skills
  • Preferably a basic understand of translations or working in the past as translator (not mandatory)
  • Ability to multitask, prioritise and perform effectively under pressure, while maintain focus on delivering an excellent experience to the customers.
  • Ability to learn basic translation software – RWS Trados Studio and other software’s and solutions from RWS.
Life at RWS:

At RWS, we’re here for one purpose: unlocking global understanding.

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.
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