Works closely with dedicated Account Manager(s) and their customers providing personalized service for any queries and requests in a timely and professional manner
Ensures complete and accurate problem resolution related to product or system issues to provide quality service and high client retention
Processes administrative tasks given by the Account Manager for example arrange special delivery requests for key orders (specific accounts, reports, analysis, ESM (approval matrix), pricing)
Assists and processes quotes on behalf of dedicated Account Managers
Provides information regarding order status and any backorders to customer/Account Manager
Uses effective communication to resolve all customer requirements
Provides customers with products/sales information upon request
Actively suggests and assists with implementing any improvements of systems and processes
Updates CRM system to track all issues and resolutions, reports on trends and responds to inquiries from stakeholders and partners
Achieves set KPI's in accordance with company requirements

Minimum of 2 years’ experience in contact/customer centre or customer facing roles and/or commercial education
High level of oral, written and interpersonal communication skills
Takes pride in providing excellent customer service to maintain customer satisfaction
Able to prioritize and organize a busy workload
Ability to remain calm and professional when dealing with customers
Confident in dealing with individuals at all levels both internally and externally
Proficient in English and Slovak language
Strong organizational skills, leading to a methodic and structured way of working
Proficient in MS Office
Able to work well as part of a team or on own initiative

Customer Service Representative

Key skills