The Global Customer Service Specialist will be part of the Global Customer Service Team which serves as an advisor and promoter of the best possible solutions, processes to Oriflame markets worldwide to build customer satisfaction and loyalty.

• Research key customer service initiatives which are part of our strategy and discuss opportunities with third parties
• Analysing productivity and other KPIs within contact centers & driving efficiencies
• Research existing CS processes and find areas for optimization
• Keep track of market implementation and ensure all global standards are in place
• Escalate any issues impacting the Global Contact Center projects
• Support in driving tool integration and new systems / functionalities implementation
• Drive systems incident management and act as a level 2 escalation point
• Drive global reactive/proactive self-service tools implementation
• Document Service Standards and generating dashboards to track progress and actions
• Ensure all documentation is up to date
• Drive streamlining customer service processes such as claims/incidents, back-office processes
• Ensure all markets are trained and are maintaining CS deliverables
• Supporting in day-to-day administrative tasks

Background, Education and Qualifications for the Role

• University degree, preferably in Project Management, Business Administration

• Minimum 2-year experience with customer service tools and contact center environments
• Good knowledge of Excel, Word, PowerPoint and Outlook
• Fluent in written and spoken English, Polish
• Experience in working with Genesys contact center solution and additional languages are seen as a plus

What do we offer:

• Exposure to diverse international environment with great organizational culture driven by Togetherness, Spirit and Passion

• Private medical insurance
• Life insurance
• Cafeteria system of benefits (including sport card)
• Flexible working time (we can start work between 6:00 and 9:30) and hybrid working model (min. 3 days in office)
• Incredible Oriflame products – allowance every 3 weeks and discounts for every purchase

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