Senior Executive - Front Office & Back Office Operations

Coforge; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

Coforge is hiring a Senior Executive for Front Office and Back Office Operations in Krakow, Poland. The role covers multi-channel customer support (voice, chat, email) and back-office processing with a focus on pre-travel queries, bookings, amendments, and issue resolution.

Fluency in Czech, Polish and English is mandatory. Working hours are Monday to Sunday, 9:00 AM to 5:00 PM CET in a hybrid arrangement.

Qualifications

• Must be able to provide support across Front Office (Voice/Chat/Email) and Back Office operations.
• Fluency in Czech, Polish and English required (spoken and written).
• Graduate in any discipline (preferred).

Responsibilities

• Provide exceptional customer support across Front Office and Back Office channels.
• Handle pre-travel enquiries, bookings, amendments and cancellations.
• Resolve customer issues promptly while maintaining high CSAT.
• Coordinate with internal teams, suppliers and stakeholders to resolve inquiries.
• Adhere to process guidelines, KPIs and quality standards.

Skills

Front Office & Back Office operations

Education

Bachelor's degree

Job description

Role : Senior Executive - Front Office & Back Office Operations

Skills: Front Office (Voice/Chat/Email) and Back Office operations

Location : Krakow Poland (hybrid Monday to Sunday CET/CEST timings)

Type: B2b/UoP

Language Requirement: Fluency in Czech (C1), Polish (C1), and English (B2-C1) (spoken and written).

Operating Hours: Monday to Sunday, 9:00 AM to 5:00 PM CET

We are at Coforge hiring for Senior Executive with Front Office & Back Office Operations in Krakow Poland

Job Description:

• The Executive / Senior Executive will be responsible for providing exceptional customer support across Front Office (Voice/Chat/Email) and Back Office operations. The role includes handling pre-travel enquiries and on-holiday complaints, processing customer requests, resolving issues efficiently, and delivering a high-quality customer 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 customer interactions via Phone, Chat, Email, and Back Office channels.
• Provide support for pre-travel enquiries including bookings, amendments, cancellations, payment-related questions, travel documentation, and ancillary services.
• Process customer requests accurately within defined turnaround times.
• Investigate and resolve customer concerns while maintaining high levels of customer satisfaction (CSAT).
• Liaise with internal departments, suppliers, and external stakeholders to resolve customer issues.
• Adhere to operational procedures, quality standards, and compliance requirements.
• Meet productivity, quality, and customer experience targets.
• Support business continuity by handling both Front Office and Back Office workloads as required.
• Participate in training, calibration sessions, and process improvement initiatives.
• Demonstrate flexibility in supporting multiple queues and business requirements
• Strong verbal and written communication skills.
• Customer-centric approach with excellent problem-solving abilities.
• Ability to multitask and manage multiple customer interactions effectively.
• Strong attention to detail and accuracy in processing requests.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Good analytical and decision‑making skills.
• Proficiency in MS Office applications and web‑based systems.
• Ability to work independently as well as collaboratively within a team.
• Understand travel terminology and customer service interactions across multiple channels.
• Communicate fluently with customers, suppliers, and internal stakeholders.
• Graduate in any discipline (preferred)
• Experience in Travel, Hospitality, Customer Service, BPO, Contact Centre, or Shared Services environment preferred.
• Prior experience supporting international customers will be an advantage.
• Experience handling Voice, Chat, Email, and Back Office transactions preferred.
• Mandatory proficiency in Czech, Polish, and English languages.