ContactOne Service Desk Agent (Ref. No.: 60721)

Place of work
Mlynské nivy 12, Bratislava
Contract type
Basic wage component (gross) and other rewards
Minimum salary from 1200 EUR gross/month/full time and other rewards. Our offer to you may be higher based on your experience.*

Information about the position

Job description, responsibilities and duties

ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).

Our team based in Bratislava, consists of several agents and a Line Manager with additional teams based in Zurich, Folkestone, Armonk, Honk Kong. Our Bratislava team operates in shifts that vary within the regular business hours. Shifts are planned in advance in order to provide the best customer support. Weekend support can be performed with additional benefits upon agreement.

The main responsibility is to provide a first point of contact for any customer inquiry received through our service channels (e.g. phone, email, self-service portal tickets). Our goal is to resolve the customer inquiry at first contact if possible or then to transfer the ticket to the dedicated support team using defined handling procedures and our knowledge base.

The job offers a great opportunity to gain insights into various topics (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services) as well as potential career paths into expert or management roles (e.g. quality management, reporting, supervisor, process management, testing).

There are furthermore opportunities to take part in projects with the focus to improve our services and processes in order to deliver the best customer experience.

About the role
• Provide professional customer support for any inquiries received via the ContactOne channels following Service Desk ticket handling processes and procedures
• Resolve inquiries at 1st contact where possible without the involvement of any additional team tickets or triage to the appropriate expert owner group
• Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
• Ensure availability is given for all operational hours (can include public holidays and weekends).
• Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
• Support agent colleagues by sharing knowledge to improve overall customer experience
• Undertake any training and development required for the role and stay current with and changes to knowledge required to provide excellence in support of our customers.
• Adherence to Swiss Re policy and procedures around confidential, personal and sensitive data.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

Do you like communicating in English?
Do you like to work in a team?
Do you want to learn something new?
Do you love working with customers on daily basis?

• Your big advantage is communication skill and the ability to communicate at all levels
• You have an excellent customer focused attitude, ability to build customer relationships and communicate effectively
• You understand confidential and professional handling of sensitive customer queries
• You are flexible and responsive with the capability to prioritize tasks and work under pressure
• Ability to apply negotiation and conflict resolution skill to difficult customer calls

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.


Brief description of the company

As the world's leading reinsurance company, Swiss Reinsurance Company, based in Zurich, Switzerland, we specialize in covering concepts in capital and risk management.
We combine financial strength with experience, knowledge and creative thought to exploit new opportunities in the interests of our clients, staff and shareholders. Opportunities for you. Opportunities for us.

Number of employees

1000 an more employees

Company address

Swiss Re Management AG
Mlynske Nivy 12
811 09 Bratislava

ID: 3067975   Dátum zverejnenia: 15.5.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   Minimum salary from 1200 EUR gross/month/full time and other rewards. Our offer to you may be higher based on your experience.*