Customer (Mobility) Consultant - German speaking

Experienced Customer Service Consultant with English/German skills sought


Seniority / Experience

Mid levelCustomer Service, German & English Language

Location

Prague

Type of job

Full-time

Required education

Secondary education or professional training with school-leaving exam

  • Contribution to vacations or recreational activities
  • Meal vouchers or meal contributions
  • Courses and training
  • Refreshments
  • Sick days
  • Company events and teambuilding

The Crown Worldwide Group is a collection of businesses providing mobility, relocation, logistics and storage services to corporate and private customers all over the world. We’ve been moving people’s lives for over half a century, always putting people at the centre of everything we do. We have a proud history - but we’re also looking to the future, investing in smart technology, growing our businesses internationally and staying ahead of the curve. We promote diversity and inclusion in the workplace, hiring motivated and skilled people and inspiring them to do the best work of their lives. Our efforts as good corporate citizens considers the environment and the communities we work in through our Corporate Social Responsibility program. Like to know more about Crown Worldwide? Click HERE: https://www.youtube.com/watch?v=OJ2NMk90g0s&t=2s  



For more information on Crown, please visit: https://www.crownworldwide.com.



Crown Worldwide Group currently has an opening for Customer Service (Mobility) Consultants at our dynamic and growing Prague site. If you have experience working in Customer Services within a shared services/contact center or similar environment and have German and English Language skills, then we'd like to hear from you. Candidates will ideally have experience supporting customers throughout parts of Europe. Like to know more about working at Crown? Click HERE: https://www.youtube.com/watch?v=9hcb8QXumGA




Position Statement

The role of Customer Service (Mobility) Consultant is an integral one within the Crown World Mobility Customer Services Team. The principal objective of this role is to provide excellent customer service to all Corporate Client employees relocating through the provision of end to end mobility and moving services.


 


Key Performance Indicators

Administration; Data Integrity; Customer Services; Teamworking; Accuracy and Efficiency; Empathy


 

Key Tasks and Responsibilities



·        Accurately create and maintain employee files and databases with hard copy and soft copy documents; utilizing systems to efficiently manage customer files across all relevant parties


·        Ensure that Crown systems are updated with service process information when information is obtained to ensure real time progress of services. To also ensure transfer and provision of information is data privacy compliant at all times


·        Complies with financial tasks and documentation processes to assure accurate and timely invoicing, including drafting of job costs, invoices, PIRs, etc and other financial processes, review internal and third party invoices to ensure alignment of service and invoice


·        Coordinate and follow-up on all services performed including liaising with other Crown offices and vendors on service provision and co-ordination, provide back-end process where necessary for specific services e.g. shipment


·        Liaise with assignees to implement, coordinate and manage global mobility & household goods services, as the primary contact on behalf of Crown’s clients according to requirements. Also to meet with assignees and collection of documents where appropriate


·        Liaise with corporate clients where necessary to gather information or documentation to


complete services, clarify service or policy provision. Attend face-to-face meetings with client periodically and be based at client site when required


·        Participate in regular account-specific communication sessions, team meetings, and learning services to continuously improve performance. This includes identifying process improvements, cost savings and cost avoidance.


·        Ensuring assignee and client satisfaction on all services are within the various KPIs an SLAs of the various accounts


·        Facilitates resolution of exceptions and escalations as per client operational guidelines; liaises with Account Manager on operational, escalation and exception issues as relevant; manage the customer feedback process and any improvement opportunities presented




Aptitude, Knowledge and Qualifications



Aptitude


·        Ability to maintain confidentiality and display tact and discretion at all times.


·        Excellent analytical, interpersonal and communication skills.


·        Ability to work in a potentially rapidly changing environment.


·        Ability to set priorities, manage your time and workload and dependably meet strict deadlines.


·        Ensure tasks are completed within timelines to a high degree of accuracy and professionalism.


·        Ability to work efficiently in a high pressured environment.


·        Confident can do attitude and a willingness to support stakeholders in effectively doing their job.


·        Solution oriented approach to problem solving and decision making.


 


Professional Knowledge and Skills


·        Exceptional interpersonal skills and the ability to build collaborative relationships with multiple and diverse stakeholders.


·        Well-developed administration and organisation skills with strong attention to detail.


·        Proficient computer skills with experience using Microsoft Office


·        Strong communication and presentation skills.


·        Cultural sensitivity and awareness.



 

Qualifications


·        Secondary education certificate, or equivalent (preferred)


·        2 - 3 years industry or equivalent customer services experience



 

Competencies


Job Specific: Communication; Intercultural Awareness; Problem Solving/Analysis; Personal Organisation; Quality




What we offer

  • The resources and reputation of an international firm; well-established in the industries and markets in which we operate 
  • Structured training and development, and the opportunity to build an exciting career in a busy and growing site in Prague
  • The opportunity to learn new skills while working in a diverse, multicultural environment
  • The opportunity to build friendships and help the community through our Corporate Social Responsibility program
  • Competitive compensation and benefits programs
  • Vacation, sick day, birthday and volunteering paid time off programs
  • Meal voucher contributions



Values

The Crown Worldwide Group is guided by five key “values”. These “values” are our underlying beliefs, they are a description of the way we see the world and what is most important to us. They are the basic principles that will guide and shape the way we think and act. This includes the way we provide services to our clients, the way we treat each other within the organization and the way we interact with the wider community.



We value … DETERMINED


We value being determined, to the best we can for our customers, our colleagues and ourselves. Our hunger to find ways of improving all that we do, inside and out, is what gives us our edge in the marketplace.



We value … CARING


We value caring about people. We care about their experience, their feelings and their environment, whether personal, local or in the wider world.



We value … THERE


We value being there for our customers and colleagues when and where they need us. We are attentive, with genuine interest and guidance. 



We value … SHARING


We encourage the sharing of knowledge. What is a network without knowledge? The physical infrastructure and the technology are mere carriers. The experience and the insight that is shared between people, offices and Countries, that is the network. Sharing knowledge and experience is the platform for wisdom.



We value … OPEN-MINDED


We value being open-minded, to lead the way we need to think differently. To overcome challenges we embrace them with open and inventive minds. Whether its using innovative techniques or adapting the way we work we’re constantly thinking of new ways to achieve more for all.




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