Customer care representative - Koordinátor zákazníckej podpory

The Senior Customer Care Specialist is a highly experienced individual contributor responsible for delivering high-quality customer support while handling complex cases, operational tasks, and cross-functional coordination. This role acts as a subject-matter expert within the customer care team, supporting day-to-day operations, ensuring data accuracy, and contributing to customer satisfaction, retention, and operational efficiency.

The Senior Customer Care Specialist plays a critical role in managing customer data, contracts, billing accuracy, and service delivery, while serving as an escalation point for complex customer issues.

Key Responsibilities

• Customer Support & Case Management

Handle complex, high-impact, or escalated customer inquiries across multiple channels (phone, email, chat, ticketing systems).
Ensure timely, accurate, and professional resolution of customer issues in line with service standards.
Act as a point of reference for less experienced team members on complex cases and procedures.
Maintain a strong customer-centric mindset and advocate for customer needs internally.

• Customer Data, Contracts & Administration

Maintain and manage customer master data in corporate systems (CRM, ERP, billing platforms).
Ensure accuracy and consistency of customer information, including contracts, pricing, terms & conditions, delivery conditions, and service entitlements.
Support contract administration activities and ensure proper system setup aligned with contractual agreements.
Collaborate with Sales, Finance, Legal, and Operations to resolve data or contract discrepancies.

• Systems, Process & Change Support

· Support the implementation of new systems, tools, processes, and customer care initiatives.

· Participate in user acceptance testing (UAT), data validation, and process dry runs prior to go-live.

· Provide operational feedback and identify risks, gaps, or improvement opportunities during implementation.

· Support post-implementation stabilization, issue resolution, and user adoption.

• Invoicing & Billing Support

Support and manage proper, accurate, and on-time monthly invoicing to customers.
Validate billing data against contracts, pricing agreements, and service delivery.
Investigate and resolve billing issues, disputes, and discrepancies in coordination with Finance.
Contribute to minimizing billing errors, delays, and revenue leakage.

• Quality, Compliance & Process Adherence

Ensure compliance with internal policies, procedures, and customer service standards.
Follow established escalation processes and documentation requirements.
Identify recurring issues and suggest process improvements to enhance efficiency and customer experience.
Contribute to quality assurance activities and continuous improvement initiatives.

• Cross-Functional Collaboration

Work closely with internal stakeholders (Sales, Finance, Logistics, IT, Product) to ensure smooth customer operations.
Provide customer-related insights and feedback to support process or system improvements.
Support new product, service, or system rollouts from a customer care perspective.

Required:

• Proven experience 4-7 years in customer care, customer operations , or customer service roles, handling complex customer cases and operational tasks.
• Experience working with CRM, ERP, or billing systems.
• High level of self-motivation and independence, with the ability to take ownership of tasks and deliver results with minimal supervision.

• Strong attention to detail and organizational skills.