Account Manager (Hybrid, Cluj-Napoca)

ABOUT US

We are a fully integrated digital solutions provider enabling international brands to deliver innovative digital experiences. From strategy and engineering to customer care support, our teams create projects that redefine customer expectations. Explora Solutions promotes a flexible, trust-based work culture that empowers digital and service professionals to thrive in a challenging and rewarding environment.

Are you passionate about delivering exceptional customer experiences? Join our team as a VIP Account Manager and be a customer-obsessed advocate who champions the needs of our highest-value customers across the organization. We're looking for a proactive and hospitality-minded individual who is committed to building strong relationships and uses insightful decision making to drive business growth.

We currently have five open positions available, with the following language requirements:

• 1 position requiring Italian
• 2 positions requiring German
• 1 position requiring French
• 1 position requiring Hungarian

All candidates must also demonstrate proficiency in English. As part of the recruitment process, candidates will be required to complete a language assessment to evaluate their proficiency in the relevant languages.

WHAT YOU WILL DO EVERY DAY

Cultivate Connections

• Embrace a hospitality mindset to prioritize building strong and lasting connections with customers, fostering trust, rapport, and mutual respect.
• Proactively engage with customers to understand their individual needs, preferences, and concerns, cultivating positive relationships that contribute to long-term customers loyalty and satisfaction.

Effective and Engaging Communication

• Excel in conveying information clearly and concisely across various contact channels.
• Possess strong interpersonal skills to actively listen to customers concerns and articulate solutions in a professional and empathetic manner.
• Adapt communication style to suit the preferences and needs of a diverse customer demographic, ensuring a positive experience.

Customer Advocacy

• View every interaction as an opportunity to provide exceptional service and enhance the overall experience.
• Advocate for customers interests and well-being, striving to exceed expectations by offering personalized assistance, resolving issues promptly, and advocating for customer-obsessed solutions within the organization.

Expert Problem Solving

• Demonstrate mastery in your role by possessing a comprehensive understanding of our brands, platform, features, and relevant policies.
• Stay updated on trends, updates, and known issues to provide accurate and timely assistance to customers.
• Continually enhance skills and knowledge through ongoing training and self-improvement initiatives to maintain a high level of proficiency in addressing customers inquiries and resolving complex issues effectively.

Analytical and Data Driven

• Possess the ability to critically analyze information and utilize data-driven insights to make informed decisions.
• Leverage quantitative and qualitative data to understand customers behavior, identify trends, and implement strategies for enhancing customer satisfaction and resolving issues efficiently.

WHAT QUALIFIES YOU TO JOIN US ON OUR MISSION

• Advanced level, both written and verbal, in one of the following languages: Italian, German, French, or Hungarian
• Advanced level of English, both written and verbal
• 2+ years previous experience in handling high valued customers
• Solid organizational skills – an organized ninja!
• An ability to turn negative experiences into positive ones for our users.
• Enthusiasm and a ‘can-do’ attitude; Hello Sunshine!
• A desire to learn and develop – as long as we live, we learn!
• Striving continuously for excellence
• Curiosity to challenge the conventional
• Hybrid working model (2 days/ week in office)

WHAT WE WILL BRING AS BACKUP

Our people are at the heart of everything we stand for and will go above and beyond for our customers. We know that drive and passion are hard to generate when we are not feeling valued or having fun, so we make sure our team is well looked after! Working at Explora Solutions, you’ll experience:

• Great employee benefits like 25 days of leave, meal tickets of 40 lei/day, pension coverage, full health and dental coverage for you and dependents, Wellhub subscription, learning and development tailored to your career path, travel & wellness allowance, plus lots of fun activities throughout the year;
• Support and collaboration, not just within your immediate team, but with the broader organization as well.
• An organization that can flex, and truly supports work-life balance.

#LI-Hybrid