Member & Trust Support Consultant (german Speaking)

Member & Trust Support Consultant (German Speaking)

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of them.

We are looking for a world class LinkedIn Support Consultant to join our team! As a Trust & Member & Trust Support Consultant you will focus on delivering an excellent experience for our members by ensuring the protection of their data and education on how to best leverage LinkedIn in alignment with our User Agreement. You will be responsible for receiving, investigating, and resolving customer inquiries, identifying and deterring fraudulent activity, and addressing Terms of Service violations. You will manage proactive/reactive inquiries efficiently in order to quickly recover trust with members, customers and employees. Ultimately removing friction and enabling our members to continue pursuing economic opportunities. You will work directly with our members & customers to resolve their issues but will also be expected to directly support internal stakeholders like Sales or Customer Success partners as they navigate supporting their customers. Your work will support our German speaking customers & stakeholders however you will be expected to also support global English speaking markets and on occasion additional international language markets using a translation tool.

The need to balance thoroughness with efficiency for our members is a huge part of the excitement of this role. At LinkedIn we look for the most passionate and dedicated professionals to carry out our mission. This role requires you to collaborate as a team to restore trust, take extreme ownership in your work and our members' inquiries, and provide world class customer service.

Core Responsibilities:

Primary responsibility for research and resolution of internal and external customer queries to trust, privacy and security incidents in line with LinkedIn's Privacy Policy and User Agreement.

Restore loyalty with members & employees through multi-channel communications.

Effectively recognize problems and limit damage to trust by performing relevant research, analyzing data, and using appropriate tools, resources, and subject matter experts.

Establish effective cross-functional working relationships across multiple business units and organizational levels to best assist our members & clients.

Maintain a mindset focused on diversity, inclusion and belonging.

Drive efficiency gains by identifying, communicating and taking actions on gaps in existing workflows.

Actively participate in cross-functional, global initiatives by identifying potential current or future site-related risks and providing recommendations to drive our business forward.

Consistent and appropriate sense of urgency combined with proper discretion in resolving issues.

Attend and eagerly apply learning's from ongoing industry and/or professional development training.

Basic Qualifications:

2+ years of experience in one or more of the following areas: customer support, complaint resolution, or account management supporting a product/solution

2+ years of experience in utilizing multiple communication channels (email, phone and chat) in a metrics based environment

Fluency in German and English

Ability to work extended or non-traditional hours aligned to business needs to support emergency situations may be required.

Preferred Qualifications:

Bachelor's Degree or equivalent work experience

2+ years of experience in one or more of the following areas or combination thereof: risk, compliance, privacy or legal support

Experience working in a fast paced team environment in a target based setting

Experience in multiple communication channel queue environments both phone and email support

Excellent verbal and written communication skills

Ability to provide extraordinary customer service with high levels of integrity and confidentiality using common sense, problem-solving, and analytical skills

Strong attention to detail, effective time management skills, ability to diagnose issues and execute resolutions of complex problems and escalated client inquiries

Direct work experience navigating difficult conversations, delivering complex messages that address company needs for additional information or modified actions by the customer

Experience analyzing and assessing potential risk

Experience analyzing data, trends, and client information to identify product or service enhancement opportunities

Experience using Microsoft Office products including: Excel, Word, Outlook, and PowerPoint

Strong working knowledge of PC based Internet and software applications

Suggested Skills:

Attention to detail

Time Management

Data Analysis