Customer Service Representative

Centralised Services is a function within the Operations organisation of Global Blue. Centralised Services has the responsibility for Processing, Customer Service, Refund Payments and other back office operations. The vast majority of the activities are handled in service centres - Bratislava (Europe) and Singapore (APAC).

Main duties and responsibilities

• Dealing with customers either by telephone, e-mails, live chat, fax, letter or other media within define SLA & quality standards

• Providing customers with correct and complete information

• Ensuring the KPIs and SLAs are maintained

• Keeping records of customer interactions and contacts

• Ensuring the contact logging software is correctly used to allow reports and analysis

• Researching required information using available resources

• Communication and coordination with all team members, internal departments and local offices

• Following up on customer inquiries not immediately resolved

• Identifying and escalating priority issues

• Recommending processes improvements

• Maintaining the working hours

Duties and responsibilities can be changed after arrangement

Reporting and collaboration

• Customer Service Team – team members, team leader, manager and head of CS

• CSC Teams – team members, team leader, manager and head of CS

Profile and education

• High school diploma or general education degree experience

• Language knowledge – English and 2nd foreign language (upper-intermediate; written and verbal)

• Knowledge of MS office

• Good keyboard skills

• Experience in Customer Service is an advantage

• Strong communication skills - verbal and written (pleasant style)

• Problem analysis and problem-solving

• Attention to details and accuracy

• Customer service orientation

• Organizational skills

• Teamwork

• Stress tolerance