Social Media Junior Specialist

Swarovski is a company creating crystal-based products with unique quality and craftsmanship founded in Austria in 1895. The Global Business Services offices in Poland, Costa Rica, and Malaysia serve global clients by delivering high-quality services. The role is within Swarovski Global Business Services in Poland.

• Minimum 1 year of work experience in a customer-facing role, ideally in a multinational contact center with inbound and outbound customer service
• Service-oriented with passion for hosting and making people happy
• Strong customer service focus and relationship-building skills
• Experience handling multiple communication channels at the same time (email/chat or phone/email)
• Proficient in using multiple tools such as Outlook, Microsoft Teams, Word, basic Excel; experience with SAP is welcome but not mandatory
• Knowledge of eCommerce business preferred
• Ability to collaborate effectively with many stakeholders
• Fast learner with understanding of systems and processes
• Solid communication and negotiation skills
• Ability to handle complaints and conflicts, delivering solutions which might not be preferred by the customer
• English language proficiency at C1 level
• Proficiency in other languages (German, Italian, French, Spanish, Portuguese) is a plus

• Deliver high quality and consistent service through social media channels such as Facebook, Instagram, X, Trustpilot, Google and Amazon Reviews
• Resolve queries and complaints by understanding customer's needs and ensuring full resolution
• Support customers in customer-related topics
• Advise customers on product information including size, color, stock availability, and promotions
• Assist with all online order information requests
• Maintain service and product knowledge expertise
• Ensure accurate, valid, and complete data input in all systems
• Support back-end activities of the CRM system and ensure loyalty program member data is checked and processed
• Build sustainable relationships of trust through open and interactive communication

This is a 5-month fixed-term contract with potential extension into a permanent position.