Customer Service Specialist

NATEK is an IT company specialised in outsourcing IT services. NATEK’s IT specialists contribute to developing technologies for the most recognizable brands all over the world. In result, our IT talents have a unique chance to create advanced security solutions used on airports, design modern banking solutions, and many others interesting projects.
And we still want to do more! Therefore, we decided to extend our team in Bratislava. Currently we are looking for ambitious, well-organized and motivated colleague who will support our customer service. This is a great opportunity for you, if you already have some experience in customer facing role and you want to develop further in dynamic, multinational environment. We can provide you with clear career path within Delivery / Sales area.

RECRUITMENT PROCESS STEPS:
Screening call
Skype Interview with Talent Aquisition
Face to Face meeting with the Hiring Manager and HR
Skype interview with Head of Operations

Apply, join us and #growITwithus!



DUTIES

ACCOUNT MANAGEMENT
• Acting as a single point of contact for NATEK customers for operation, builds and maintains client relationships both internally and externally
• Undertaking actions to investigate customer needs and is capable to detect, generate and influence on customer needs
• Ensuring that operations delivered builds trust and brings valuable business partnership for customer
• Ensuring customer satisfaction on highest level

DELIVERY MANAGEMENT
• Administration of all tasks related to delivery (HR, Sales, Operation, Offices…)
• Preparing, managing and updating service documentation (B2B contracts, SOW and/or POs)
• Maintaining reports and data in NATEK Internal systems (data collection, update, docs upload)
• Purchasing of equipment for local consultants - getting price offers, ordering, creating purchase orders, allocating assets, stock inventory
• Event organization such as team buildings, language courses, internal trainings, other social initiatives
• Maintaining reports and collecting data for BU in order to ensure legal compliance (employment docs, medical check-ups, health & safety at work trainings, work permits)
• Administering employee benefits (medical care, multisport cards) including enrolment, changes, terminations
• Assisting in business travels arrangement and expense reimbursement process - managing of Travel Orders for consultants
• Facilitating visa, work permit and work authorization services
• Executing policies, designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes
• Ensuring that clients’ satisfaction is always guaranteed, monitors and manages all factors impacting customer satisfaction and NATEK delivery, shares and escalates accordingly
• Regularly reviewing SLA’s efficiency and report gaps to Management and/or service owners to deliver at the committed quality

PEOPLE MANAGEMENT
• Administration tasks resulting from people management e.g. expenses, TO, attendance, vacation
• Being in charge of team and people management in given account/s
• Establishing strong and long-lasting relations with team members: IT employees and suppliers
• Leading annual appraisal process with support of Management
• Initiating, implementing and monitoring the plan/progress of workshops, training courses, certifications, with the reference to service delivery
• Leading the local teams of IT professionals to deliver best-in-class customer experience and achieve operational excellence


REQUIREMENTS
• Master graduated with minimum of 1 year of professional experience in similar role: Service Delivery Management, (key) account management, sales – farming, operations management, people management
• Strong interest and understanding of the IT market and its future direction
• Experience in building and sustaining customer relationships on a senior level
• People management experience (within a medium size team)
• Very good negotiation skills, ability to influence others
• Logical and analytical approach
• Business and sales orientation: able to turn customer requirements into workable solutions
• Leadership personality
• Excellent communication skills
• Fluency in English and Slovak-, other language as French or German is a plus
• Experience in managing outsourced suppliers nice to have

• Flexible working hours (within Business Unit business hours)
• Home Office up to 2 days weekly (after adaptation period)
• Private healthcare
• Multisport Card
• Referral bonus
• Learning platform UDEMY
• Meal tickets
• Early boarding bonus
• Relocation bonus
• Benefit platform - cafeteria
• Work in a friendly and dynamic environment and culture
• Teamwork and collaboration within an international team of professionals
• Possibilities to implement your own ideas and make a true impact on our company
• Future career growth and development