Customer experience  system  senior specialist

Short description of the role

The customer experience OOS senior specialist  is a new addition to the Customer experience team. The role Customer experience team is focusing on delivering customer satisfaction and enablement programs to increase customer satisfaction and success, deepen customer insight and knowledge through tasks, projects and furthering their skills; the role  also involves supporting activities around order processing using the internal OOS system and various Microsoft technologies.

In this position , OOS  system senior specialist  and reporting specialist,  will spend his/her time one 2 main areas

Internal OOS duties

• Day to day management of internal OOS system involving orders, quotes , products logged into the system properly
• Offer support to all business units in updating and using the system

Reporting tasks

• Some reporting tasks for sales teams and product  teams

Ideal Candidate

Qualifications and personal skills will include:
Education
BA/BS Degree or equivalent

Language knowledge (2 language knowledge)

• Good  verbal and written communications skills in English

Office pack knowledge

• Good knowledge of  Microsoft office package, mainly with word, excel (up to pivot, Vlookup), power point
• Good  knowledge of outlook usage

 Previous experience

• Relevant previous experience in customer service or/and order processing, data entry, analyst ( at least 3 years  ), a plus would be usage of platforms that host customer products  and product licensing and subscriptions.
• 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 
• Good usage of logic , strong command of practical approach and common sense 
• Analytical skills
• Attention to details 
• Fast learner or/and  diligent learner- nimble learner
• Ability to be curious and investigative 
• Ability to work under cetain ambigiuty and with no strict procedures  ,self-starter
• Organised and comfortable working with deadlines
• Previous experience in using Excel – up to pivot at least. 
• Builds a strong , trust based report with both internal and external customers
• Self-motivated and able to work independently
• Team player
• Good communication skills
• Ability to multitask, prioritise and perform effectively under pressure, while maintain focus on delivering an excellent experience to the customers
• Knowledge or at least some exposure to subscription systems  - not mandatory but an advantage 

The essential duties on the OOS system will be:

• Group Approvals for quotes
• Regular requests for data from Sales and Marketing teams
• Fielding TP Sales queries
  • Package requests
  • Trying to help un-block upgrade paths to allow quotes
  • Process clarifications
  • Quote Approvals when Sales Managers are un-available
• Dealing with requests for temporary licenses from the RWS Language Offices
• Field questions from the OOS Support team
• Field questions from the BussApps team - OOS DEV/QA
• Order processing queries from different parts of the business .
• Helping process mixed ENT/TP orders,
• tasks associated with Product Releases- building the script release and basic QA tests on both staging and production OOS
• Work closely with oos dev team– for any new  functionalities added to the OOS
• Work closely with Language cloud team on creating in OOS new packages and offerings
• Create documentation whenever new processes appear