Job Description
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 rulesQualifications• 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 skillsKey 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
