About this role
Key responsibilities • Communication with customers in written and via phone with defined SLA (response time) and quality standards • Keeping records of customer´s interaction and contacts • Researching required information using internal systems and resources • Communication and coordination with CS Team members, internal departments, and GB offices • Following-up in customer inquiries not immediately resolved • Identifying and escalating priority issues • Recommending process improvements • Duties and responsibilities can be changed after arrangement • Principal accountably • Providing customers with correct and complete information • Ensuring maintaining of KPIs and SLAs • Ensuring the contact logging software is correctly used to allow reports and analysis • Maintaining internal rules Qualifications • Secondary education degree or University degree (Bc/MA) • Fluent knowledge of English (intermediate / upper-intermediate, both written and spoken) • Fluent knowledge of 2nd foreign language (upper-intermediate, both written and spoken) • PC literate with experience with MS Office • Good communication skills Key competencies • Previous experience in Customer Service is an advantage (international environment is a significant advantage) • Customer oriented • Attention to detail and accuracy • Enjoys a fast paced, ever-changing environment • Team player • Good analytical skills, focused on problem solving • Ability to handle stress • Multi-tasking • Experience with Salesforce