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