Customer Service Coach / Trainer

Global Blue Slovakia s. r. o.

Place of work
Apollo BC, Prievozska 4D, Bratislava
Contract type
Start date

Information about the position

Job description, responsibilities and duties

Global Blue Operations Centre Bratislava has the responsibility for Processing, Customer Service, Refund Payments and other back office activities. It has developed quickly to 230 employees and besides other activities, it currently covers contact with our customers in 7 different languages. Right now, we are looking for the most enthusiastic and skilled trainer who will coach the team to provide our customers with the best service possible.

The position holder will have the responsibility to develop customer service representatives to meet highest standards. We are looking for an experienced Coach to support Global Blue Customer Service Supervisors and Manager in the representatives’ on-boarding process and continuous development in order to achieve and maintain a stable and high-performing team with the focus on the service excellence, efficient contact handling and process & system improvement.

Main duties and responsibilities
• Providing on the floor / onsite training and coaching to the staff
• Preparing and delivering induction training to new starters
• Providing regular face to face feedbacks with representatives and providing feedback on coaching sessions and audits results
• Close cooperation with the Supervisors to improve performance of agents
• Creating ad hoc trainings according to business needs and gaps identified during coaching sessions
• Preparing inputs for staff meetings and performance evaluation meetings for supervisors
• Researching required information using available resources
• Providing valuable inputs for process improvement
• Participating on the hiring process
• Ensure that training materials are up to date and accurate
• Cross department cooperation by solving of complex issues and providing feedback to the team
• Other tasks assigned by the supervisor (e.g. solving technical issues of the team)

Reporting and collaboration:
• Customer Service Team – team members, supervisors and manager
• Operations Centre teams – team members, supervisor and manager
• Other Global Blue functions (e.g. Technology, Marketing, Head of commercials)

Employee perks, benefits

• Work in a stable international company
• Development and potential to grow
• Friendly atmosphere and informal company culture
• Benefits such as:
- Language Courses
- Sports (gym, swimming pool, squash, aerobic etc.)
- Wellness & massages
- Additional 2 days off per year
- Sick days
- Company library
- Teambuilding, Team events, Christmas party
- Birthday present
- Employee referral program
- Employee suggestion program
- "Fruit day"
and more..

Information about the selection process

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

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Other knowledge

Microsoft Word - advanced
Microsoft Excel - advanced

Personality requirements and skills

Profile and education
• High school diploma or general education degree
• 1+ year of experience in coaching
• At least 1 year of experience in customer service
• Language knowledge:
- English (upper-intermediate – written and verbal)
- 2nd foreign language is an advantage
• Knowledge of MS office
• Strong coaching and training skills
• Problem analysis and problem-solving
• Attention to details and accuracy
• Customer Service orientation
• Team work


Brief description of the company

Global Blue is the expert on international traveller shopping and spending. Today, the strength of our organisation and global presence enables us to provide over 63 000 travellers with Tax Free Shopping services every single day and we quickly became the global leader in Tax Free Shopping, facilitating the process for both merchants and shoppers.

Number of employees

200-249 employees

Company address

Global Blue Slovakia s. r. o.
Prievozská 4D
821 09 Bratislava
ID: 2264848   Dátum zverejnenia: 21.9.2016