Our Client operates as an international organization with a worldwide delivery structure providing business services in the areas of Finance, HR, Revenue Accounting, Management Reporting and Procurement for the group companies.
Krakow Center is the main hub for the delivery organization including also central functions for the group companies covering both standard as well as customized processes for airline business. Besides operations, Krakow Center has also teams specialized in Process Management, Migration Support, Knowledge Management and Continuous Improvement.
A dynamic growth, building up of existing and introduction of new services means development opportunities both for graduates as well as for experts and experienced leaders who want to become part of company success.
Requirements:
- University Diploma
- Very good command of German (written and spoken)
- Very good command of English (written and spoken)
- Good knowledge of MS Office
- Min. 3 years of professional experience in Customer Service
- Strong communication skills
- Customer service orientation
- Problem solving and analytical skills
- Independency
- Proactivity
- Assertiveness
Responsibilities:
The buy/order 1st Level Customer Service Senior Agent is responsible for users support with all technical and functional queries regarding the use of SAP SRM module buy/order (IT/procurement area).
The role requires answering inquiries by phone and in respective ticketing tool, resolving users’ problems, fulfilling service requests, maintaining process database and documentation and transferring issues to the respective department if not solved within first level. The role requires strong customer and problem solving orientation, verbal / phone skills and analytical skills.
- Getting to know the buy/order support process, procedures and standards to extend enabling independent work and making own decisions, identifying areas for improvement and development for her/himself and others
- Determining requirements by working with German and English speaking customers; Initiating contact with the customer if needed; sharing best customer service practices with others
- Answering inquiries by clarifying desired information - searching independently for information in all available systems and documentation, locating, and providing information as well as exchanging knowledge with other team members in order to achieve multi-competence skills
- Supporting team in dealing with difficult tasks; noticing and communicating training needs in the team; coordinating work shadowing in the team and process of knowledge exchange
- Resolving complex problems by clarifying issues - researching and exploring answers and alternative solutions; implementing independently own solutions; escalating unresolved problems
- Fulfilling service requests - completing transactions; forwarding requests
- Identifying gaps in knowledge management, buy/order support process and/or communication flow and taking actions to prevent the gaps occurring in the future
- Identifying areas for buy/order support process improvements and pro-actively taking actions leading to their Implementation
- Maintaining customer service database by entering information on regular basis
- Coordinating process statistics and documentation updates
- Deciding urgency of an inquiry by predefined criteria
- Coordinating new joiners trainings
- Cooperating with other team members and with 2nd Level Support in order to provide the best service
- Cooperating and maintaining professional relations with business partners, suppliers and external providers
- Communicating observed risks before problems occur - preventing consequences in case problems are not communicated/solved
We offer:
- Challenging work in an international environment under highest standards
- Attractive benefits and bonus system
- Friendly work environment
- Opportunity to work with people from different cultures and nations
- Language skills development opportunities
- Job stability and flexible working time
- Mother friendly company