SENIOR RELATIONS SPECIALIST

Senior Relations Specialist - ****Job Summary**- Highest risk/complexity- Significant loyalty, financial and/or brand risk- Coordinating and resolving cases in cooperation with internal departmentsIf needed, these roles will also support the (Senior) Guest Specialist activity. **Key Responsibilities**:- Manages and coordinates high risk/complexity guest cases and if possible prevent negative loyalty, brand and/or financial impact. High risk/complexity guest cases can change over time but can include: all CS Guest Executive, all CS Guest Specialist and all CS Senior Guest Specialist topics and for instance legal issues, government requests, (social) media issues, crime and abuse, incident support, requests from third party entities such as Better Business Bureau (BBB), national Consumer Union organizations, attorney general office- Coordinates high/risk complexity cases through liaising with, updating and driving resolution through cooperation with relevant internal departments. - Ensures a high level of customer service and a positive customer experience, by giving a timely, efficient and professional support- Analyzes data, supply feedback and recommends improvements. - Deals with cases that predominantly require deviation from standard screens, procedures and ways ofworking- Executes operational plans under general supervision and guidance by setting and achieving day-today objectives/targets or service standards. - Serves as an expert team-member that supports CS Guest Executive, CS Guest Specialist and CS Senior Guest Specialist colleagues with questions and help drive improvements**Requirements of special knowledge/skills**:- **Advanced level of English, Portuguese and Spanish**- ** **Understand the bigger picture and potential impact on our business (media exposure, bad publicity on social media platforms)- Commercial awareness which takes into account Legal Expenses, Brand protection, financial risks (Business/company/branding awareness)- Expert knowledge of internal policies and terms and conditions applicable to guests and partners GDTs/T&C/GDPR/Privacy regulations- Expert knowledge of Guest or Partner procedures and systems- Able to identify and understand legal cases- Deep knowledge of the different legal entities / consumer unions/ governments we deal with, know their impact and conclude decisions accordingly on cases- A fair knowledge and awareness of how different consumer unions communicate and their expectations- Knowledge of questioning techniques**Skills**- Pays high attention to protect brand name and reputation- Applies sensitivity in communication- Actively listens to and understands the customer- Quality vs quantity mindset- Influencing- Professional communication skills both in writing and verbal. Using the adequate language and vocabulary according to the audience''s needs- Able to summarize actions- Able to work under pressure, to adhere to deadlines and handles stress well- Customer- Delivering win-win resolutions- Having an investigative approach to problem solving- Taking ownership over cases- Connecting to the customer**Pre-**Employment** **Screening**: