Customer Service Agent

As a Service Desk Agent, you will be part of the global team providing high quality customer experience to our internal customers and external clients. Envision yourself collaborating with customers from all over the world, utilizing your fundamental skills to support their needs to ensure seamless operations.

About the Role

The primary responsibility of our team is to serve as the first point of contact for customers, providing support for any inquiries received through the ContactOne service channels, including phone, email, self-service portal tickets, chats.

Your main goal is to resolve customer inquiries at the first point of contact, if necessary, transfer the ticket to the appropriate support team while adhering to the Service Desk´s established ticket handling processes and procedures. All inquiries must be accurately logged into the Service Now ticketing tool, along with detailed work notes and customer communication information. 

This role requires a strong customer orientation to deliver the highest possible level of customer satisfaction through professional inquiry handling, resolution, and management. You must be able to understand and follow processes in a dynamic and changing environment. 

We are looking for an individual with an open-minded, flexible, and team-oriented personality, possessing excellent communication skills and the ability to communicate effectively at all levels.

About the Team

ContactOne is Swiss Re´s Service Desk, offering support to both internal and external customers for a range of operational services, including IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services.

Our team located in Bratislava, is composed of 12 agents and a Circle Lead, with additional teams in Hong Kong, Folkestone, and Mexico City. Our Bratislava team operates in EMEA shifts. 

About You

You have a strong customer-centric mindset that enables you to establish positive relationships with customers and communicate with them effectively. Your powerful interpersonal skills and can-do attitude make you self-motivated and capable of working independently.

Essentials

•    Ability to handle sensitive customer inquiries in a confidential and professional manner. 
•    Proficiency in both spoken and written English.
•    Willingness to travel to and work from our Bratislava office five days a week (100%), with the possibility of transitioning to a hybrid model (50%) after review. 

Nice to have

•    Flexibility and responsiveness, with the ability to prioritize tasks and work effectively under pressure. 
•    Proficiency in negotiation and conflict resolution, with the ability to handle challenging customer calls.
•    Prior experience in a Support Desk environment (e.g. IT Service Desk, HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Centre, Contact Centre), as well as familiarity with internal applications, tools and processes.
•    Proficiency in additional languages such as German, French, or Spanish is a plus.

This job offer is suitable for people who have been impacted by the invasion of Ukraine.

The minimum gross monthly base salary for this role is 1400 EUR full time. Our final offer to you will be set up fairly, considering the skills and experience that you bring to the Swiss Re Group. You can look forward to extra rewards and benefits including an attractive performance-based bonus.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder.

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