123pracovat

Pracovní nabídka

What will be your responsibilities?

• Define and maintain Group standards for Customer Care processes, case handling, ownership, escalation and resolution
• Help define how we communicate with customers across markets, ensuring clear, professional, empathetic and consistent communication
• Support markets in setting up clear rules for voice, email, chat, reviews and other customer contact channels
• Own the Group approach to case categories, case types, statuses, priorities and SLA logic
• Define and monitor key Customer Care KPIs such as contact volume, service level, abandonment rate, first contact resolution, average handling time, resolution time, CSAT and post-interaction NPS
• Work with IT and business teams on Customer Care tools, including Service Cloud, telephony, reporting, automation and AI support

What do we expect from you?

• At least 5 years of experience in Customer Care, Contact Center Operations, CX Operations or Service Management
• Min. 2 years of experience in a leadership role
• Strong understanding of customer service processes, case management, SLAs, escalation flows and operational KPIs
• Ability to simplify complex processes and translate them into practical standards for markets and agents
• Ability to use data and reporting to identify issues, root causes and improvement opportunities
• Experience with Salesforce Service Cloud, Genesys or similar Customer Care platforms is an advantage
• Native Czech/Slovak and advanced level of English

What do we offer?

• Working for the largest pharma retail company in Europe with great expansion plans
• A company with a meaningful purpose, an outstanding customer value proposition within an industry offering a resilient, non-cyclical growth pattern
• Global-level job within group headquarters with a group-wide impact
• Space for professional growth within a growing organization
• Attractive financial compensation (salary and yearly bonus)
• Flexible working hours, possibility of 1 day/week home office
• 5 weeks of holidays, discount in Dr. Max pharmacies, meal allowance, Multisport card fully covered by employer, public transport contribution, sabbatical leave, pension insurance contribution, referral bonus etc.