Country/Region: PTCity: LisbonCompany: FUNDAÇÃO EDP
Our company is part of EDP, a global energy group present in around 30 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all-green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow.
The Serviço Visitante, Educativo e Programas department is looking for a MAAT Visitor Service.
What you will do:
Visitor Service
Provide efficient and quality service to visitors and users through different channels (phone, email, website, and social media). Provide clear and accurate information about schedules, exhibitions, events, educational activities, ticketing, among others.
Promptly respond to questions, information requests, complaints, and visitor feedback, ensuring effective resolution within stipulated deadlines.
Multichannel Communication Management
Keep the museum's website information updated, coordinating with the communication team to ensure the quality and accessibility of the provided information.
Ensure that received emails are responded to promptly and that all information or support requests are adequately handled.
Coordinate phone service, ensuring that calls are answered, and information is recorded and forwarded to the relevant areas when necessary.
Support on social media and Online Platforms
Monitor and respond to interactions and messages on the museum's social media, collaborating with the communication team to ensure a consistent online presence.
Provide technical or informational support to visitors who have difficulties navigating the website or purchasing tickets online.
Improvement of Visitor Experience
Collect and analyse visitor feedback to identify areas for improvement in service and museum operations.
Propose and implement solutions to enhance the multichannel experience, optimizing communication flow and visitor satisfaction.
Collaboration with Internal Teams
Work closely with other teams (e.g., ticketing, exhibitions, logistics, marketing) to ensure that all information provided to visitors is up-to-date and correct.
Participate in regular meetings with the management team to report on customer service performance and suggest process improvements.
Management of Tools and Systems
Use and manage multichannel service platforms, such as CRM (Customer Relationship Management) systems, to organize and track the history of interactions with visitors.
Ensure that all communication tools (phone, email, chat, etc.) are operational and functioning correctly.
Training and Supervision
If applicable, train and supervise other team members who provide multichannel support, ensuring they follow the same quality standards in service.
Employment type: Full Time
Work site: Hybrid Model
What are we looking for:
Bachelor's or Master's degree in Languages, Communications Sciences, Education Sciences or another area provided you have relevant experience for the function
The contact experience with the museum is always positive, regardless of the channel used
Excellent verbal and written communication skills
Oral and written knowledge of Portuguese and English
Experience in customer service, preferably in cultural or tourist environments
Ability to manage multiple communication channels simultaneously
Problem-solving and complaint management skills
Basic knowledge of digital tools and CRM
Empathy and patience in dealing with visitors
More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose.
Equal opportunities for all
Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group.
Need more reasons to apply?
As a top employer we:
Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision-making;
Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits;
Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility;
Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent:
Top employer certification by Top Employers Institute
Part of the Bloomberg Gender-Equality Index
Global certification as a family-responsible company by Fundación Másfamília
Top 100 Workplaces by Houston Chronicle
Discover our tips to enhance your performance during the recruitment process and apply until 3/12/2024 if you think you are the right fit for this opportunity.
Job Segment: CRM, Relationship Manager, Technology, Customer Service
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