Customer Experience Partner with English (Czech or Slovak nice-to-have)

Poznajmysie Vesuvius; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

Vesuvius is seeking a Customer Experience Partner to oversee end-to-end service for international clients. The role emphasizes resolving inquiries, maintaining high service quality, and upholding the company values: Courage, Ownership, Respect, and Energy.

The position offers a structured progression path toward Senior and Leadership roles, with opportunities for professional development and mentorship in customer service excellence.

Qualifications

• Education: High school diploma or equivalent; bachelor's degree preferred.
• Experience: Prior experience in customer service, order management, or related fields.
• Skills: Excellent communication and active listening; fluency in English; Czech or Slovak language optional.

Responsibilities

• Handle customer interactions and resolve inquiries with empathy and accountability.
• Record interactions using CRM and ticketing software; maintain accuracy in data.
• Resolve problems and escalate when necessary to ensure satisfaction.
• Acquire deep knowledge of company policies, products, and service guidelines.
• Collaborate with colleagues to resolve customer challenges and meet team goals.
• Suggest process improvements to enhance service quality and customer satisfaction.

Skills

Communication

Active listening

English fluency

Czech/Slovak

CRM systems

SAP

Problem-solving

Conflict resolution

Attention to detail

Organizational skills

Customer service

Education

High school diploma

Bachelor's degree (preferred)

Tools

CRM systems

SAP

Job description

Customer Experience Partner with English (Czech or Slovak nice-to-have)

Vesuvius are seeking a Customer Experience Partner. In this position you will be responsible for overseeing the end-to-end customer service process for international clients, so strong knowledge of English is compulsory. Czech or Slovak are also nice-to-have language skills, as you will be managing customers in these specific geographical areas. 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
• Skills:
  • Excellent communication and active listening skills.
    • Strong fluency in English (B2/C1+)
    • Fluency in Czech or Slovak (B2/C1+) – nice-to-have
    • Proficiency in CRM systems, SAP and other relevant software.
    • 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:

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