Senior Customer Service Specialist With English

Join Our Team as a Senior Customer Service Specialist!

Are you passionate about helping others and fluent in English?

We're looking for a dedicated and customer-focused individual to join our team as a Senior Customer Service Specialist. In this role, you'll be the first point of contact for our English-speaking customers, providing exceptional support and ensuring a positive customer experience every step of the way.

If you enjoy solving problems, communicating with people, and working in a dynamic international environment — we'd love to hear from you!

Location: Wrocław

Work model: Hybrid

Key Responsibilities:

• Communicating with customers through phone and email
• Make use of shared mailbox for business communication and categorize and archive messages in line with guidelines
• Process orders in time (depending on segment, country and shipping location and customer segmentation) and respond promptly to customer requirements
• Monitor orders making use of standard tools (ERP) and communicate and coordinate with stakeholders and customers as necessary
• Assure export compliance check (Amber Road) is performed when creating delivery address or new partner
• Log customer complaints in the CAIR system using the standard error codes
• Take action and offer solutions to enquiries and complaints in compliance with delegation of authority, follow up to ensure resolution
• Build sustainable relationships and trust with customers through open and interactive communication
• Follow customer service best practices, procedures, PPG guidelines and policies and legal requirements
• Maintaining a positive, empathetic and professional attitude toward internal and external customers at all times.
• Prepare input for the daily meeting "daily huddle" of the team: priorities for today and hurdles.
• Give feedback on the Mission Status Report, KPI's, team results and open actions during the weekly or monthly meeting

Qualifications:

• Secondary education or higher and/or 2+ years of relevant experience (in Order Management or Customer Service)
• Fluency in English
• Familiarity with MS Office environment
• Oracle or SAP knowledge would be considered an asset
• Good communication skills
• Cooperation within the team
• Conscientiousness
• Problem solving

Competencies:

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly, concisely, and professionally to diverse audiences.
• Customer Focus: Strong customer orientation and a genuine desire to help and support customers, coupled with the ability to anticipate needs, exceed expectations, and build rapport.
• Problem-Solving Abilities: Effective problem-solving skills, with the capacity to analyze situations, identify root causes, explore solutions, and implement resolutions in a timely and proactive manner.
• Attention to Detail: Keen attention to detail and accuracy in processing orders, handling transactions, and documenting information, with a commitment to minimizing errors and ensuring quality.
• Interpersonal Skills: Strong interpersonal skills, including empathy, patience, and tact, to interact professionally and respectfully with customers, colleagues, and stakeholders across various channels and situations.