Senior Executive - Front Office & Back Office Operations

Coforge; Kraków; On-site; PLN 40,000 - 64,000; Full time

Job summary

Coforge Kraków is seeking a Senior Executive to manage Front Office and Back Office operations with a strong focus on delivering exceptional customer support across multiple channels. You will handle pre-travel enquiries, bookings, amendments, and complex requests for Czech, Polish, and English-speaking customers, ensuring compliance with service standards.

The role requires multitasking, attention to detail, and the ability to work in a fast-paced environment while collaborating with internal

Qualifications

• Customer service experience across Front Office and Back Office channels.
• Fluent in Czech, Polish and English.
• Graduate in any discipline (preferred).
• Experience in Travel, Hospitality, Customer Service, BPO, Contact Centre, or Shared Services environment preferred.
• Experience handling Voice, Chat, Email, and Back Office transactions preferred.

Responsibilities

• Provide exceptional customer support across Front Office (Voice/Chat/Email) and Back Office operations.
• Handle pre-travel enquiries including bookings, amendments, cancellations, and related questions.
• Resolve issues efficiently and maintain high CSAT scores.
• Liaise with internal departments, suppliers, and external stakeholders to resolve issues.
• Adhere to procedures and KPIs, meet productivity targets, and support multiple queues as needed.
• Demonstrate flexibility and teamwork in a fast-paced environment.

Skills

Customer support

Multitasking

Communication

Problem solving

MS Office

Czech language

Polish language

English language

Education

Graduate in any discipline (preferred)

Tools

MS Office

Job description

Senior Executive - Front Office & Back Office Operations

• Polski (C1)
• Angielski (C1)

Job Description:

• The Executive / Senior Executive will beresponsible for providing exceptional customer support across Front Office(Voice/Chat/Email) and Back Office operations. The role includes handlingpre-travel enquiries and on-holiday complaints, processing customerrequests, resolving issues efficiently, and delivering a high-qualitycustomer experience. They will be required to support customers in Czech,Polish and English while ensuring compliance with service standards,process guidelines and operational KPIs.
• Handle customerinteractions via Phone, Chat, Email, and Back Office channels.
• Provide support forpre-travel enquiries including bookings, amendments, cancellations,payment-related questions, travel documentation, and ancillary services.
• Process customerrequests accurately within defined turnaround times.
• Investigate and resolvecustomer concerns while maintaining high levels of customer satisfaction(CSAT).
• Liaise with internaldepartments, suppliers, and external stakeholders to resolve customerissues.
• Adhere to operationalprocedures, quality standards, and compliance requirements.
• Meet productivity,quality, and customer experience targets.
• Support businesscontinuity by handling both Front Office and Back Office workloads asrequired.
• Participate in training,calibration sessions, and process improvement initiatives.
• Demonstrate flexibilityin supporting multiple queues and business requirements
• Customer-centricapproach with excellent problem-solving abilities.
• Ability to multitask andmanage multiple customer interactions effectively.
• Strong attention todetail and accuracy in processing requests.
• Ability to work in afast-paced environment and adapt to changing priorities.
• Good analytical anddecision-making skills.
• Proficiency in MS Officeapplications and web-based systems.
• Ability to workindependently as well as collaboratively within a team.
• Understand travelterminology and customer service interactions across multiple channels.
• Communicate fluentlywith customers, suppliers, and internal stakeholders.
• Graduate in anydiscipline (preferred)
• Experience in Travel,Hospitality, Customer Service, BPO, Contact Centre, or Shared Servicesenvironment preferred.
• Prior experiencesupporting international customers will be an advantage.
• Experience handlingVoice, Chat, Email, and Back Office transactions preferred.
• Mandatory proficiency inCzech, Polish, and English languages.