Our client is a world leader provider of business consulting, technology and engineering. Offering services in the field of Systems Integration, Finance, Telecommunications and Informatics and Aerospace among others. It has operation centers in more than 70 countries worldwide. Today, this corporation is a global leader in the "next generation" of Telecommunications consulting with revenues of billions of dollars. Ranked in industry magazines including the Wall Street Journal as one of the most innovative companies to work for. This is a great opportunity in Prague for professionals looking for a new challenge and to continue building their career in the Czech Republic

The Senior Associate Customer Support is a member of the Contact Centre team that forms the first level of contact for employees of the company, and is connected to all other levels of shared services and internal clients. Part of this role involves responding to basic customer inquiries and requests under direct supervision, a multi-skilled task, requiring a global overview of supported countries, departments, procedures (HR, Expenses, General services, Payroll etc.), and escalation rules in order to resolve incoming queries effectively. Additionally, this role supports the Contact Centre Manager, working on daily processes, operational and team activities, and goals.

Key responsibilities:

• Resolving a majority of client requests during initial contact.
• Understanding a wide range of procedures across the company.
• Partnering with level 1, 2 and 3 on areas of multiple touch points.
• Answering emails & phone calls and responding to basic customer questions using established methods provided in training.
• Escalating queries to the appropriate departments.
• Recording call details on the account history, including results of the inquiry.
• Monitoring of daily transactions and proposing solutions for ad-hoc situations.
• Training of new hires, team presentations.
• Managing of shift planning and agent vacations, approving agent timesheets.
• Evaluating of agent performance (scorecards) and monitoring their communications, providing feedback as necessary. Creating reports and statistics from CRM systems.
• Managing operational changes in the IVR voice system.
• Proposing and recommending modifications to procedures and workflow as necessary, to ensure efficient and effective processing of transactions.

• High school diploma or G.E.D.
• Relevant customer service or other telephone experience.
• Excel experience is desirable.
• Excellent verbal and written communication skills in English and German.
• Experience working with organizational functions and personnel.
• Experienced and skilled in the use of help desk software.
• Basic business and analytical problem solving skills.
• The ability to follow oral and written directions and manage multiple tasks.
• Strong analytical and problem solving capability.
• The ability to successfully interact with all company departments, and to 
• participate on reporting calls with clients across Europe region.
• The ability to work independently and as a part of a team.
• The ability to lead a team in required action steps.
• A willingness to work shift as required.

• Competitive salary with attractive social fund and benefits.
• The opportunity to work in an international multicultural company.
• Extensive training and career development within global structure.
• Modern office premises with all necessary amenities to make
• your work time pleasant and enjoyable.
• Stable employment with career opportunities both vertical and horizontal.
• Friendly and dynamic work environment.
• Supportive management at all times.
• Every day use of foreign languages.
• Team-building activities and social events.
• Free refreshment on the working place.information will be kept confidential according to EEO guidelines.