To support the operation of the Warsaw Leverage Service Center in the areas where local intervention is needed (in terms of language and/or expertise) in cooperation with the Customer Strategy Team Leader
Core elements of this role:
Strategic and analytical thinking
Out of the box thinking
Process understanding allowing introduction of improvements
Your responsibilities:
Authorization and management of complex complaint solutions and complex customer questions.
Termination of unusual customer contracts.
Investigation of complicated, complex customer cases (e.g. unusual complaints),
Acting as a single point of contact between the Strategic Customer Experience and the Service Center (local paper-based case management).
Coordination of cooperation with a 3rd party.
Coordination of marketing activities in local language, Hungarian and/or Romanian.
Analyzing data received from customer surveys, complaints and defining the "root causes" of issues.
Looking for ways to increase customer satisfaction and participating in their implementation.
Proposing new efficiency-enhancing processes, active participation in their implementation.
Our requirements | Must have
University degree 2 years of experience in a similar position,
Fluency in English and Romanian both speaking and writing,
Excel proficiency min v-lookup, pivot,
Strategic and analitycal thinking,
Focused on improvments and looking for efficiencies,
Good understanding of processes,
The ability to set priorities and manage time effectively,
Ability to look for ideas and suggestions outside of standard solutions, "out of the box" approach,
Ability to work in a team.
Asset:
Proficiency in other European language (Czech, Slovak, Polish)
