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