Our Individual Rights Shared Services Specialist with Dutch - Data Protection is responsible for responding to all incoming inquiries from Customers and Merchants in regards to their individual data rights requests.
This person will be seen as a valued resource with a wide array of knowledge of the organization and as the face of consumer and merchant data privacy.
Additionally, this person will be responsible for escalations, training, and special projects, including the coordination of Individual Rights Data Protection requests.
Act as one of the contact points for Groupon customers and merchants in relation to all issues regarding the processing of individual rights requests under the General Data Protection Regulation (GDPR).
Learn to use and become an expert in the OneTrust platform, where individual rights requests under GDPR will live and be tracked.
Be responsible for tracking, responding to an escalating, as needed, individual rights requests.
Correspond in a prompt, professional, accurate and friendly manner with individuals within the OneTrust platform.
Use service background and experience to create nuanced responses as needed and / or ask appropriate questions or get appropriate confirmations from the individual seeking information under GDPR.
Identify requests that need escalation and both appropriately escalate within Groupon, and respond to the individual promptly if delays in the response are expected.
Work cross-functionally with customer service, merchant risk, engineering, finance, HR and legal teams to analyze and respond to individual rights requests and to collaborate on improvements and changes to how we process and respond to individual rights requests.
Consolidate information received from departments referenced above to respond in one or more responses to an individual.
Monitor timelines, responses and completion of queries in OneTrust. Track down delinquent information and follow up with stakeholders in order to timely respond to individuals in compliance with Groupon Policy and applicable regulations.
Provide education and training to the organization on best practices for purposes of individual rights requests.
Learn and use certain Groupon systems like Atlassian applications (Jira, Hipchat) in order to process individual rights requests.
Meet key metrics as identified by the Data Rights Shared Centre Management. These may include timeliness, accuracy, quality, tone, satisfaction survey and / or others.
Be responsible for having an understanding and knowledge ofthe relevant Customer& Merchants policies and procedures related to GDPR and data privacy, and be able to help employees navigate these.
In addition to other service related queries that employees might have.
As part of the lift and shift of activities to the Shared Services team, some project work will be required. The ideal candidate should be able to own and deliver on projects assigned by the Global Service Operations Lead while looking for continuous improvement opportunities via streamlining and automation.
Will be responsible for all or some of the following :
Tracking, triaging and responding to Individual Rights GDPR requests.
Becoming an expert in use of OneTrust.
Interactions with customers and merchants to ensure timely follow up.
Escalating with the product and engineering organizations to ensure completion of requests.
Collaborate with legal to adjust privacy policies as insights are gained.
Data maintenance in our customer / merchant systems (Cyclops, Salesforce).
Managing Customer / Merchant IR requests and answering relevant questions.
1-2+ years’ experience in service / contact center environments with direct in interaction with Customers or Merchants (Shared Service environment a plus)
Strong computer skills including experience with MS Word, Excel, PowerPoint
Experience with Customer / Merchant systems required. Experience with Salesforce a strong plus
Strong customer service acumen and positive attitude
Strong communication skills
Flexibility, able to work in a fast paced and changing environment.
Aptitude to prioritize and complete task within critical deadlines.
Be able to deliver great service across different countries in EMEA and / or globally
Fluent Dutch language