Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
As a Customer Support Specialist (CSS), your primary responsibility will be to cultivate a culture of Customer Excellence by promptly and comprehensively addressing customer problems, concerns, and inquiries. This includes providing assistance with product and service inquiries, as well as offering information about additional products or services when relevant.
The ideal candidate for this position possesses the following qualities:
- Demonstrates a strong focus on customers, exhibiting genuine enthusiasm for the customer experience and the customer support industry.
- Self-motivated and proactive, displaying enthusiasm and a sense of ownership towards tasks and responsibilities.
- Adaptable to changing environments and thrives in a dynamic, fast-paced setting.
- Exhibits proven experience in roles involving direct customer interaction.
- Capable of collaborating effectively with internal teams to coordinate essential customer deliverables, thereby ensuring a world-class customer experience.
- Possesses advanced listening and verbal communication skills, enabling a clear understanding of customer needs and the ability to respond effectively both orally and in writing.
- Demonstrates enthusiasm, a strong work ethic, and a positive mindset, embracing challenges with a can-do attitude.
- Possesses strong influencing and negotiation skills.
- Excellent proficiency in written and verbal English and Swedish
Key responsibilities and expectations:
- Customer Excellence: Cultivate a culture of exceptional customer service by promptly addressing customer inquiries, issues, and concerns.
- Problem Resolution: Demonstrate proficiency in resolving customer problems and issues in a timely and effective manner.
- Product and Service Knowledge: Develop a deep understanding of the products and services offered, and effectively communicate information to customers.
- Adoption Facilitation: Work closely with customers to identify and eliminate barriers hindering the adoption of our software, ensuring customers can achieve their business goals.
- Collaboration: Collaborate with internal teams to coordinate and deliver key customer initiatives, ensuring a seamless and positive customer experience.
- Communication: Utilize advanced listening and verbal communication skills to understand customer needs and provide clear, concise responses both verbally and in writing.
- Initiative and Ownership: Take ownership of customer inquiries and concerns, demonstrating a proactive and self-driven approach to problem-solving.
- Continuous Improvement: Continuously seek opportunities to enhance the customer support process and contribute to the improvement of overall customer satisfaction.
- Documentation: Maintain accurate records of customer interactions and resolutions in the appropriate systems.
- Professionalism: Uphold professional standards and represent the company positively in all customer interactions.
What you will get:
- Career progression opportunities
- Dental and healthcare plan
- Employee Assistance Programme (EAP)
- Cision Extras – retail discounts
- Learning Portal
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!
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**Please bear in mind that Cision is a global company, and so is our Talent Acquisition team, so please apply using a CV written in English so we can review your application**
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
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