Email Advisor is responsible for delivering outstanding customer experience via email to Spotify users by using the Advisor Principles to resolve any issue, inquiries or concerns, reaching to monthly goals of Customer Satisfaction & Productivity. A creative and enthusiastic TOV might be used on every single interaction with customers while keeping the program QA guidelines

● B2 or higher English level

● Excellent English grammar and writing skills

● Customer service experience

●Thorough understanding of social media; well-versed in multiple forms of social media on multiple platforms, including Facebook, Twitter, YouTube, online communities, and other miscellaneous social channels

● Fluent communication in English

● Good people skills – ability to clearly communicate with management and peers to generate a healthy work environment.

● Excellent people and interpersonal skills to build effective relationships.

● Strong decision-making, analytical, and communication skills

● Must have successfully passed the 90-day probationary period (If the candidate is internal)

● Responsible of ensuring 100% schedule adherence and no absenteeism to contribute to reduce program shrinkage.
● Responsible of resolving requests/inquiries made by customers via email.
● Responsible of Adhering to contact center statistics and SLAs (contractual metrics)
● Responsible of Adhering to the non-disclosure agreement
● Responsible of Acting as an interface between the end user and the management team to report any current trend that might impact CSAT or BAU tasks.
● Responsible of working with peers and the Spotify management team to ensure alignment within the Contact Center's overall positive and professional atmosphere
● Responsible of performing additional tasks assigned related to his/her work and matching his/her qualification
● Responsible of completing e-courses to make sure we’re providing updated information.
● Responsible of attending to coaching sessions to make sure feedback is being received and applied.

All your information will be kept confidential according to EEO guidelines.