Customer Service Officer

Náplň práce, právomoci a zodpovednosti:

Customer Service Officer (f/m/d)

Your Role:

As a Customer Service Officer, you’ll be the first point of contact for our customers, ensuring their inquiries are handled efficiently and professionally. 

Key Responsibilities:

Customer Support & Case Management

• Respond to customer inquiries across all communication channels within the agreed timeframes (SLA).
• Prioritize requests based on urgency and keep customers informed throughout the resolution process.
• Analyse inquiries and either provide a solution or forward them to the correct department for a faster response.
• Identify recurring issues and escalate them to the Customer Care Manager.

Service Management

• Ensure service levels align with contractual agreements.
• Act as a dedicated contact for customers, building strong relationships and ensuring a seamless experience.
• Handle exceptions and special customer requests efficiently.
• Resolve complaints related to shipment disruptions, delays, or other issues, ensuring customer satisfaction.
• Coordinate with internal teams and follow up on necessary system updates (e.g., vessel delays, call omissions, late VGM, etc.).
• Communicate effectively with various teams, including regional offices and headquarters.
• Gather customer feedback and identify opportunities for additional services (upselling/cross-selling).

Join us and be part of a team that values customer satisfaction, collaboration, and continuous learning!

Zamestnanecké výhody, benefity:

• A dynamic and supportive workplace.
• Meal allowance above legal requirements.
• Flexible working hours.
• Access to extensive training programs via our e-learning platform.
• Option for remote work.

Požiadavky na zamestnanca:

• Education & Experience: University degree or apprenticeship in transport/logistics.
• Industry Knowledge: At least 1 year of experience in transport/logistics.
• Customer Service Experience: 1 year in a customer service role
• Language Skills: Fluent in Slovak and English(spoken and written).
• Communication Skills: Ability to clearly explain business scenarios to customers and colleagues at all levels.
• Problem-Solving Ability: Professional, positive attitude with the ability to remain calm under pressure.
• Tech Skills: Basic proficiency in MS Office.