Customer Success Executive

RESPONSIBILITIES
· It will be your responsibility to support the delivery of our core service
· Daily customer support to the Polish customers via the use of Freshdesk platform, main areas you will deal with onboarding customers for different service and ongoing support plus any ad hoc tasks required by your manager and the local sales teams
· Work closely with local sales team and other departments within the business
· Provide training sessions to our customers and help them to get the most out of our service
· To drive customer satisfaction to protect future renewals
· Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs
· Contribute to achieving the regional NPS target by maintaining strong customer relationships, ensuring timely resolution of customer issues, and proactively addressing feedback to enhance customer satisfaction.
· You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out or for which you will be trained
· There may be requirements for travel, both nationally and internationally, as part of this role
REQUIREMENTS
· Minimum 2 - 3 years of experience
· Native Polish and good English skills
· Good MS Office knowledge
· Experience in a Customer Service role, ideally in a Business to Business environment
· Excellent listening, communication and organisational skills and highly self-motivated
· Good time management and ability to prioritize
· Team player who is motivated and develops trusting relationships
· Able to liaise, and interact with other departments to resolve issues
· Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success
WE OFFER
· Work in a dynamic environment with global companies from the e-commerce sector (FMCG and Pharma)
· Possibility to grow together with the Brandbank team & NIQ structure
· Work in a highly diverse team, in a relaxed & open atmosphere
· Benefits & flexible working hours, remote work options
· Interaction with a variety of internal and external stakeholders including clients and service providers
· Internal trainings will be provided together with details onboarding agenda
· Being a part of our team you will have the access to learning platforms such as Linkedin Learning & Degreed
· Staff and team events
· Peer-to-peer recognition program to enable feedback sharing and reward your achievements
· Benefits package: Multisport card, private medical coverage Medicover, life insurance, Benefit platform allowing to purchase cinema, theatre tickets, sport activities etc.
· A possibility to engage in charity

Employment type
Full-time

Work arrangement
Hybrid