About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

Required skills:

· Focussed, polite and persistent, cool, stable demeanour

· Customer focused, ready to go the extra mile dealing with all levels of expertise

· Good logic and capable to remain calm under pressure and search for alternative solutions to meet customers’ requests

· Builds a strong , trust based report with both internal and external customers

· Self-motivated and able to work independently

· Team player

· Good communication skills + Spanish Language Skills (advanced)

· 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 and master software quickly, in particular to become highly knowledgeable of

RWS solutions, capabilities, best use of them

· ability to think critically, analyze data , find the best solution using the existing documentation and internal informations

· Ability to approach customer situations/errors in a methodical way

We are looking for a Customer Experience Desk Executive to work within RWS Trados Enablement team out of our Cluj-Napoca office. The role will be mainly online helping users of our Trados portfolio tools but could involve occasional travel and attendance at RWS events.

The essential duties of the Customer Experience Desk Executive will be to:

- Respond to comments and customer queries through Live Chat, the RWS Community and approved social channels in a timely manner

- Respond to customer queries received via contact us forms and designed email addresses in a timely manner

- Manage enquires related to desktop product general info, sales, product general usage (eg. Licesing, features, installation), refunds, webinars, events etc.

- Deliver outstanding customer service – understand customer needs and provide the best solution or escalate/redirect to the relevant contact

- Develop and maintain a good knowledge and understanding of RWS products

- Participate as a member of RWS Trados Team , Collaborate with the team to support growth of the market

Collaborate with the Technical Support team to report problems in the software and to escalate licensing or installation difficulties

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch

As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.

RWS embraces diversity 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.