Vesuvius are seeking a junior or experienced Customer Experience Partner. In this position you will be responsible for overseeing the end-to-end customer service process for our international clients, so strong knowledge of English is compulsory. This position focuses on resolving customer inquiries, maintaining service quality, and aligning with the company's core values: Courage, Ownership, Respect, and Energy. Please note that this is a fixed-term contract, running for 15 months.

The Customer Experience Partner role offers a structured progression path aimed at developing expertise in customer service and enhancing the overall customer experience. 

Responsibilities:

• Customer Interaction: Address and resolve customer inquiries efficiently, demonstrating empathy, patience, and accountability.
• Tools and Systems: Proficiently use CRM systems, ticketing software, and other customer service tools to record and track interactions.
• Problem Solving: Handle basic to complex issues and escalate appropriately, ensuring customer satisfaction and service quality.
• Knowledge Development: Acquire and maintain a deep understanding of company policies, products, and service guidelines.
• Collaboration: Work with colleagues to resolve customer challenges and contribute to team goals.
• Continuous Improvement: Provide feedback and identify opportunities to enhance service processes and customer satisfaction.

Requirements:

• Education:

High school diploma or equivalent; a bachelor's degree in a relevant field is preferred.

• Experience:

Previous experience in customer service, order management or related fields - preferred

• Skills:

Excellent communication and active listening skills.

Fluency in English (B2/C1 level)

Proficiency in CRM systems, SAP and other relevant software

Strong problem-solving and conflict-resolution abilities.

Attention to detail and organizational skills.

• Behavioral Attributes:

Commitment to the company’s core values (Courage, Ownership, Respect, Energy).

Customer-centric mindset with a focus on building strong relationships.

Ability to adapt to changing processes and technologies.

• Professional Development:

A willingness to participate in training programs, mentorship opportunities, and continuous learning initiatives.

What we offer:

• Attractive compensation
• Private medical health care
• Lunch card
• Holiday allowance
• Home office possibilities
• Internal referral program
• International work environment
• Creative atmosphere and great people.