Customer Service Agent with Czech

• Act as a single point of entry for all cases (both emails and calls) in Czech, Polish & English related to:

-Credit and Underwriting activities, that include customer service support for providing credit line amounts, requests for increase and status

- Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities, customer service support for authorizations, billing management, and invoice processing

-Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research

 

• Conducting effective communication with customers through income/outcome-bound and e-mails
• Managing customer inquiries, identifying customer needs, proposing solutions and alternative activities
• Collaborating with other departments and teams to provide the best and fastest customer support
• Receiving, updating and/or logging all requests
• Routing cases to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
• Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual
• Working hours: 9 am-5 pm

Our requirements

• Advanced Czech knowledge (min. B2 level) to communicate with customers
• Advanced Polish knowledge (min. B2 level) to communicate with customers
• English knowledge (min. B2) is required for internal and customer communication
• Excellent verbal & written communication skills
• Proficient computer skills, good knowledge of MS Office
• Customer orientation and ability to build professional relationships
• Team player with strong organisational skills