Role objective:
- 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)
What we offer:
- International & dynamic environment
- Hybrid & Remote working
- Cafeteria
- Life insurance
- Employee referral program
- Corporate sports team
- Charity initiatives
- Integration events
- 13th salary