Customer Service Senior Specialist Czech & Slovak Market

Job Purpose:

The ideal candidate is adaptable, detail-oriented, and aligned with internal procedures, ensuring seamless operations and compliance. They thrive in a fast-paced environment, excel in handling complex customer issues, and contribute to continuous process improvement.

Responsibilities:

• Provide expert assistance to customers in Czech or/and Slovak, English offering accurate and up-to-date information about products, services, and company policies.
• Efficiently manage new and existing customer orders, including:
• Prompt registration of new orders.
• Updating and adjusting sales orders (deletions, trucking changes, content modifications, etc.).
• Addressing ad-hoc customer requests with speed and precision.
• Professionally and empathetically resolve customer complaints, ensuring all concerns are addressed promptly and that customers feel valued and supported.
• Handle escalated issues with confidence, involving the appropriate department or supervisor when necessary, ensuring customer trust remains intact throughout the process.
• Maintain detailed and accurate customer records, logging all interactions, complaints, and resolutions thoroughly for easy access and future reference.
• Follow up with customers after resolution to ensure satisfaction and foster long-term relationships.
• Actively identify process improvements and suggest enhancements that increase both customer satisfaction and internal efficiency.
• Diligently follow internal policies and procedures to ensure compliance with company standards. Ensure all transactions, interactions, and documentation are aligned with organizational protocols, contributing to the continuous refinement and streamlining of these procedures.

Requirements:

• A minimum of 5 years of experience in a similar customer service role in a dynamic environment, with in-depth knowledge of customer service best practices.
• Fluent in Czech or Slovak and English (B2 level)
• Outstanding verbal and written communication skills, with the ability to understand and address customer needs and concerns effectively.
• Demonstrate patience and professionalism, even in challenging situations, ensuring a positive customer experience every time.
• Possess strong analytical and critical thinking skills, capable of resolving complex customer issues efficiently and thoughtfully.
• Excel knowledge for data analysis and reporting
• Expertise in SAP, allowing for seamless navigation and use of the system.
• Ability to manage and prioritize multiple tasks while meeting deadlines in a high-pressure environment.
• Collaborate effectively with internal teams and departments, while maintaining a positive working relationship with all stakeholders.
• High attention to detail and accuracy in maintaining customer records and processing transactions.

Nice to Have:

Proficiency in additional languages such as Ukrainian or Hungarian.

Why should you apply?

• You will have the opportunity to i.e. Smartworking (max. 3 days a week in Home Office)
• Professional Development: We are committed to your growth and development. Take advantage of opportunities for professional development, training programs, and career advancement within the company.
• Inclusive Culture: Join a diverse and inclusive workplace where your unique perspectives and contributions are valued. We celebrate diversity and promote a culture of respect, equality, and inclusion.
• Opportunity for Impact: Make a difference in shaping our company culture and supporting our talented workforce. 
• Collaborative Environment: Work alongside passionate and dedicated professionals who are committed to excellence. Collaborate across teams and departments to achieve common goals and drive success.
• Community Engagement: Engage with the local community through corporate social responsibility initiatives and volunteer opportunities, contributing to positive social impact beyond the workplace.
• Recognition and Rewards: Your hard work and dedication will be recognized and rewarded. Participate in employee recognition program and initiatives that celebrate achievements and milestones.