ContactOne Service Desk Agent

The main responsibility is to provide a first point of contact for any customer inquiry received through our service channels (e.g. phone, email, self-service portal tickets). The goal is to resolve the customer inquiry at first contact if possible or then to transfer the ticket to the dedicated support team using defined handling procedures and our knowledge base.

     
RESPONSIBILITIES:
  • Provide professional customer support for any inquiries received via the Contac tOne channels following Service Desk ticket handling processes and procedures
  • Resolve inquiries at 1st contact where possible without the involvement of any additional team tickets or triage to the appropriate expert owner group
  • Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
  • Ensure availability is given for all operational hours (can include public holidays and weekends).
  • Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA’s and OLA’s.
  • Support agent colleagues by sharing knowledge to improve overall customer experience
  • Undertake any training and development required for the role and stay current with and changes to knowledge required to provide excellence in support of our customers.
  • Adherence to customer policy and procedures around confidential, personal and sensitive data.
  • The job offers a great opportunity to gain insights into various topics (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services) as well as potential career paths into expert or management roles (e.g. quality management, reporting, supervisor, process management, testing).
  • There are furthermore opportunities to take part in projects with the focus to improve our services and processes in order to deliver the best customer experience.
REQUIREMENTS:
  • Your big advantage is communication skill and the ability to communicate at all levels
  • You have an excellent customer focused attitude, ability to build customer relationships and communicate effectively
  • You understand confidential and professional handling of sensitive customer queries
  • You are flexible and responsive with the capability to prioritize tasks and work under pressure
  • Ability to apply negotiation and conflict resolution skill to difficult customer calls
WHAT WE OFFER:
  • to work for modern Slovak company, who adhere philosophy of family company
  • to work for modern and flexible company with open and friendly atmosphere
  • opportunities for career growth – 90% of middle and top managerial team
  • events for you and your relatives as well loyalty program with many other rewards support in life situations (long-time sickness, children birth, etc.) and during your adaptation (temporary accommodation, internal tutor)
  • broad benefit scheme you can adjust to the own needs including: healthcare during the whole year, language education with the possibility for international certification or e-shop, full of interesting and useful stuff (mobile phones, sport clothes, …)