Overview
Customer Relations Jobs in Bucharest, Romania at Chronos Consulting
Title: Customer Relations
Company: Chronos Consulting
Location: Bucharest, Romania
Customer Relations
Location: On-site, Based in Bucharest, Romania
The Company: Chronos Consulting is part of the Coberon Chronos Group, an award-winning global leader in permanent and temporary staffing, RPO, and business process automation solutions for global multinationals. The Group owns and operates 52 offices worldwide.
Job Overview:
We are seeking a proactive and composed Customer Handling & Relations Specialist to manage high-level customer complaints, escalations, and public-facing communications. This role plays a critical part in protecting brand reputation by ensuring all customer and media interactions are handled professionally, accurately, and in alignment with company standards.
Job Responsibilities:
- Crisis & Complaint Management: Expertly handle and resolve high-level customer complaints and escalations in a timely, professional, and empathetic manner.
- Public Relations & Media Response: Act as a neutral and accurate representative when responding to inquiries from customers, media outlets, and external stakeholders.
- Case Analysis & Escalation: Thoroughly assess complex customer issues and coordinate internal escalations to ensure a definitive resolution.
- Cross-Functional Coordination: Collaborate with internal departments to facilitate the proper handling of intricate cases and service recovery efforts.
- Policy & Guidelines Stewardship: Maintain an expert-level understanding of company service policies, warranty guidelines, and operational procedures.
- Channel Monitoring: Monitor and manage diverse complaint channels, including official authorities, consumer forums, and public social platforms.
- Brand Alignment: Ensure all outgoing communications are consistent with company standards, maintain neutrality, and protect the brand image.
- Continuous Improvement: Provide data-backed feedback and insights to management to improve customer experience and refine service processes.
Qualifications:
- Education: Bachelor’s degree or higher. (Extensive experience may be considered with formal written approval).
- Experience: Minimum 1 year of relevant experience in customer relations or high-level support. Internal promotion within the brand is preferred.
- Knowledge: Profound knowledge of service business processes, local electronics warranty laws, and major consumer complaint channels (courts, authorities, and forums).
- Communication: Exceptional oral expression (clear and professional) with a friendly, service-oriented personality. Ability to provide neutral yet persuasive responses to media inquiries.
- Linguistic: Fluency in English and at least one European language is mandatory.
