Senior Front & Back Office Leader – Multilingual Support

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

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