Customer Experience Partner with Czech (36-month role)

Vesuvius; Kraków; Hybrid; PLN 45,000 - 65,000; Full time

Benefits offered by this job

Attractive compensation

Private medical health care

Lunch card

Home office possibilities

Internal referral program

International work environment

Creative atmosphere and great people

Job summary

Vesuvius is seeking a Junior or Specialist Customer Experience Partner to manage end-to-end service for Czech-speaking clients. The role requires strong Czech language skills and CRM proficiency, focusing on inquiries, service quality, and aligning with our core values.

The position offers a clear progression path toward Senior and Leadership roles with increasing responsibilities and strategic contributions within an international work environment.

Qualifications

• High school diploma or equivalent; a bachelor's degree in a relevant field is preferred.
• Previous experience in customer service, order management or related fields - preferred.
• Excellent communication and active listening skills.
• Fluency in English (B2/C1 level).
• Fluency in Czech (B2/C1).
• Proficiency in CRM systems, SAP and other relevant software - preferred.
• Strong problem-solving and conflict-resolution abilities.
• Attention to detail and organizational skills.

Responsibilities

• Customer Interaction: Address and resolve customer inquiries efficiently, demonstrating empathy, patience, and accountability.
• Tools and Systems: Proficiently use CRM systems, ticketing software, and other customer service tools to record and track interactions.
• Problem Solving: Handle basic to complex issues and elevate appropriately, ensuring customer satisfaction and service quality.
• Knowledge Development: Acquire and maintain a deep understanding of company policies, products, and service guidelines.
• Collaboration: Work with colleagues to resolve customer challenges and contribute to team goals.
• Continuous Improvement: Provide feedback and identify opportunities to enhance service processes and customer satisfaction.

Skills

Communication

Active listening

English fluency

Czech fluency

CRM proficiency

Problem solving

Organizational skills

Education

High school diploma

Bachelor's degree preferred

Tools

CRM systems

SAP

Job description

Vesuvius is a leader in molten metal flow engineering and technology, serving process industries that operate in challenging high temperature conditions. With over 100 years of history, we have grown to reach the level of a world leader in the production of refractory materials, and our products are considered the best in the world.

Our teams are made up of people with many years of experience, often passed down from generation to generation, and young people who are just starting their careers. From this diversity we draw the strength that sets us apart from others, and that has allowed us to keep operating for years in more than 50 locations across the world.

Associate or Specialist Customer Experience Partner with Czech (temporary role, running for 36 months)

Contract: 36-month role

Reports to: Customer Service Delivery Manager

Vesuvius are seeking a Junior or Specialist Customer Experience Partner. In this position you will be responsible for overseeing the end-to-end customer service process for Czech-speaking clients, so strong knowledge of Czech is compulsory. This position focuses on resolving customer inquiries, maintaining service quality, and aligning with the company's core values: Courage, Ownership, Respect, and Energy.

The Customer Experience Partner role offers a structured progression path aimed at developing expertise in customer service and enhancing the overall customer experience. Opportunities for growth include advancing to Senior and Leadership roles, with increasing responsibilities and strategic contributions.

Responsibilities

• Customer Interaction: Address and resolve customer inquiries efficiently, demonstrating empathy, patience, and accountability.
• Tools and Systems: Proficiently use CRM systems, ticketing software, and other customer service tools to record and track interactions.
• Problem Solving: Handle basic to complex issues and elevate appropriately, ensuring customer satisfaction and service quality.
• Knowledge Development: Acquire and maintain a deep understanding of company policies, products, and service guidelines.
• Collaboration: Work with colleagues to resolve customer challenges and contribute to team goals.
• Continuous Improvement: Provide feedback and identify opportunities to enhance service processes and customer satisfaction.

Requirements

Education:

High school diploma or equivalent; a bachelor's degree in a relevant field is preferred.

Experience:

Previous experience in customer service, order management or related fields - preferred

Skills:

Excellent communication and active listening skills.

Fluency in English (B2/C1 level)

Fluency in Czech (B2/C1)

Proficiency in CRM systems, SAP and other relevant software - preferred

Strong problem-solving and conflict-resolution abilities.

Attention to detail and organizational skills.

Behavioral Attributes:

Commitment to the company’s core values (Courage, Ownership, Respect, Energy).

Customer-centric mindset with a focus on building strong relationships.

Ability to adapt to changing processes and technologies.

Professional Development:

A willingness to participate in training programs, mentorship opportunities, and continuous learning initiatives.

What we offer:

• Attractive compensation
• Private medical health care
• Lunch card
• Home office possibilities
• Internal referral program
• International work environment
• Creative atmosphere and great people.

At Vesuvius, we think beyond today to create the innovative solutions that will shape the future of molten metal flow engineering and technology. Our products and services enable our customers to be safer, more efficient, and more sustainable. When you join Vesuvius, you join a diverse, entrepreneurial, decentralized business. You will be empowered to take decisive action working with like-minded people.