Customer Experience Consultant

Who are we looking for:

We are looking for a proactive and determined individual who is passionate about building relationships, deeply understands client needs, and can flexibly adapt solutions to ensure the best platform experience.

The role & the team:

The team is responsible for all e-commerce product lines, focusing on effectively supporting the purchase of access to public transport exchanges and minimizing customer churn. Their main goal is to ensure the best customer experience and success on the platform.

What will you do:

• Support clients in the purchase process, assisting with registration, login, and resolving any issues that may arise while using the platform.

• Onboard new clients to the system and train them on how to use the offered services.

• Monitor payment timeliness, contact clients in case of delays, and propose supportive solutions.

• Manage the contract termination process (offboarding), contacting clients during the notice period to understand reasons for resignation and to attempt to retain the client. We also aim to maintain good relationships with clients even after the current cooperation ends.

• Cooperate internally with other departments to effectively resolve customer problems and improve service processes.

Required skills:

• Experience: experience in telephone sales and/or customer service.

• Language: Polish fluent, English communicative.

• Soft Skills:

  • High interpersonal and communication skills: ability to build relationships with clients, effective product presentation, and high level of written and verbal communication, combined with persuasiveness.

  • Client orientation: ability to deeply understand client needs and expectations.

  • Solution adaptability: adjusting approach and solutions to individual client cases.

  • Proactive problem-solving: actively seeking and implementing solutions before problems escalate.

  • Resilience and adaptability: ability to work in a dynamic environment and handle diverse client scenarios.

  • Commitment and determination, sense of responsibility for entrusted duties.

Growth opportunities:

• Team budgets for specialized training and courses tailored to your needs.

• Knowledge exchange within thematic guilds organized by coworkers – to stay ahead in your field or gain new expertise.

• Development of skills in the dynamic TSL (Transport, Shipping, and Logistics) industry, offering you the chance to gain deep insights and work on impactful projects that shape the future of global trade and logistics.

What your future teammates love the most:

• Private LuxMed healthcare, free preventive check-ups, spine-relieving massages.

• Budget for remote workstation equipment and gift vouchers.

• On-site buffet breakfasts prepared fresh daily.

• Team-building and family trips to a private lakeside resort.

• Subsidy for English lessons.

• Subsidy for a Multisport card.