Customer Experience Partner with German

Vesuvius CSD Sp. z o. o.; Kraków; Hybrid; PLN 42,000 - 65,000; Full time

Job summary

Vesuvius CSD Sp. z o. o. is seeking a Customer Experience Partner to manage the end-to-end service process for German-speaking clients. You will resolve inquiries with empathy, using CRM systems and ticketing tools, and maintain service quality aligned with company values.

The role offers a structured progression path with opportunities to advance to Senior and Leadership positions, expanding responsibilities and strategic contributions.

Qualifications

• Fluent or advanced German language proficiency (B2/C1+) required.
• Experience in customer service, order management, or related fields preferred.
• Strong communication and active listening skills are essential.
• Proficiency with CRM systems, SAP and related software is required.
• Attention to detail and strong organizational skills are necessary.

Responsibilities

• Oversee end-to-end customer service process for German-speaking clients.
• Address and resolve customer inquiries with empathy and accountability.
• Record and track interactions using CRM systems and ticketing software.
• Handle issues and escalate when needed to maintain service quality.
• Learn policies, products, and service guidelines to support customers.
• Collaborate with colleagues to resolve challenges and improve processes.

Skills

German language fluency

Communication

Active listening

Customer service

Conflict resolution

Attention to detail

Organizational skills

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM systems

SAP

Job description

Vesuvius are seeking a Customer Experience Partner. In this position you will be responsible for overseeing the end-to-end customer service process for German-speaking clients, so strong knowledge of German 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
• Skills:
  • Excellent communication and active listening skills.
  • Strong fluency in German (B2/C1+)
  • 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?