Ensure all customer queries (received via all channels) are responded within agreed SLA & quality by efficient collaboration with relevant stakeholders while keeping customer informed during the resolution process.
Prioritizing of customer requests based on the criticality of the query to meet customer expectations.
Analyze customer queries and consult experts or dispatch to the correct team for faster/quality turn around time.
Alert and escalate customer recurring issues/pain points to Regional Office Customer Care manager.
Ensure customer Service Levels are maintained as tender/contract SOP.
Act as exclusive single point of contact for customer & build strong relationship with the customer.
Manage lifecycle case management and dispatch cases to back office team.
Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues.
Addressing customer complaints or concerns in a professional and efficient manner, providing appropriate solutions / alternatives within committed timelines.
Coordinate with related internal teams and follow up to ensure Resolution.

University Degree and/or Apprenticeship in shipping
Strong Knowledge in Shipping (minimum 5 years of experience in liner shipping)
Customer Service Experience and mind set (minimum 2 years of experience of customer facing activity)
Very good Czech and English language skills (written and spoken)
Effective communication skills (Ability to articulate various business scenarios with customers, senior business leaders & middle management)
Great customer facing skills with ability to build and nurture relationships
Demonstration of professional demeanor, positive attitude, and ability to manage stress through challenging situations
Basic proficiency with MS Office

Varied activities in a pleasant working environment
An attractive workplace in Prague
Cashless meal allowance in the form of Pluxee restaurant passes
Flexible working time model
Extensive further training opportunities of your choice on our e-learning platform
Possibility of mobile working
Very good salary conditions depending on qualifications and professional experience

Customer Service Officer

Key skills