Customer Service Representative

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
• 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

• Secondary education degree or University degree (Bc/MA)
• Fluent knowledge of English (intermediate/upper-intermediate, both written and spoken)
• Fluent knowledge of a 2nd foreign language (upper-intermediate, both written and spoken)
• PC literate with experience with MS Office
• Good communication skills

• 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