Customer Service Representative - Social Media (English + Russian)

Are you interested in social media (Facebook, Twitter etc.)? Are you fluent both in English and Russian? Do you want to work in an international team of young and enthusiastic people? Awesome! Global Blue Slovakia is now looking for new colleague to join our social media customer service team in Bratislava and we are excited to hear from you!

Nature and aim of the position
Operations is a function within the Operations organisation of Global Blue. Operations has the responsibility for Processing, Customer Service, Refund Payments and other back office operations. The vast majority of the activities are handled in service centres - Bratislava (Europe) and Singapore (APAC). The centre has developed quickly to 220 employees.
The position holder will have the responsibility for support of the Customer Service within Global Blue with the main focus on the content management of Tax Free forms and other collaterals, incl. information published online (web page, intranet).

Main duties and responsibilities
• Dealing with our customers mainly by social media such as Facebook, Twitter etc. within defined SLA & quality standards
• Main task is to analyse the customer request and provide solution and advice on tax-free shopping and tax refund procedure worldwide.
• Communicate with other departments (Payments, Security, Processing) and local Office Managers to investigate the status of tax refund
• You will learn about different methods of tax-free shopping and tax refund payments methods around the world.
• Researching required information using available resources
• Communication and coordination with all team members, internal departments and local offices
• Following-up on customer inquiries not immediately resolved
•Identifying and escalating priority issues
• Recommending processes improvements

Principal accountabilities
• Maintaining the work shift hours
- Monday - Friday, 8:00 am - 6:00 pm CET, including public holidays
• Providing customers with correct and complete information
• Ensuring the KPIs and SLAs are maintained
• Ensuring the contact logging software is correctly used to allow reports and analysis

Duties and responsibilities can be changed after arrangement

Reporting and collaboration
• Customer Service Team – team members, sr. representatives, supervisor and manager
• Processing Team – team members, supervisor, manager
• Local administration assistants/ managers

• Work in fast growing international company
• Development and potential to grow
• Numerous additional benefits:
- Language Courses
- Partial home office with own laptop
- Fitness – gym, swimming pool, wellness, massages
- Additional 2 days off per year
- Company library
- Employee referral program
- Employee suggestion program
- Teambuilding, Team events, Christmas party
- Birthday present
- “Fruit day”
- Sick days

If you are interested please send us your CV in English. We can't wait to hear from you!