Customer Service Representative - APAC

Nature and aim of the position

Centralised Services is a function within the Operations organisation of Global Blue. It is responsible for Processing, Customer Service, Refund Payments, and other back-office operations. The vast majority of these activities are carried out in service centres located in Bratislava (Europe) and Singapore (APAC). The centre has grown rapidly and now comprises 160 employees.

Main duties and responsibilities

Responding to customer inquiries via telephone, email, live chat, and other communication

channels, in accordance with defined SLA and quality standards

Providing accurate and complete information to customers

Ensuring the KPIs and SLAs are maintained

Keeping records of customer interactions and contacts

Ensuring the contact logging software is correctly used to allow reports and analysis

Researching using available resources to resolve customer issues

Collaborating and coordinating with team members, internal departments, and local offices

Following up on unresolved customer inquiries to ensure timely resolution

Identifying and escalating high-priority issues as needed

Proposing improvements to processes and workflows

Adhering to scheduled working hours and maintaining punctuality

Reporting and collaboration

Customer Service Team team members, team leader, manager and head of CS

CSC Teams team members, team leader, manager and head of CS

Profile and education

High school diploma or general education degree experience

Language knowledge English and Japanese language

Knowledge of MS office

Good keyboard skills

Prior experience in customer service is an advantage

Excellent verbal and written communication skills with a pleasant and professional tone

Strong analytical and problem-solving abilities

High attention to detail and accuracy

Customer service orientation

Organizational skills

Ability to work collaboratively in a team environment

Resilience and ability to perform under pressure