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Grafton Recruitment s.r.o.

Customer service Process Lead

(referenční číslo: 1-28-209188/JD)

Working on international projects focusing on Designing - Leading - Implementing and Optimizing processes, to make our customer service teams accross the Europe Middle East and Africa region function effectively → that will be your main task

Do you have what it takes?

Principal responsibilities:

  • Develop, implement and maintain processes (e.g. Order Management, Invoicing, Complaint Management…), systems and tools used within the Customer Service team
  • Implement best practices and encourage innovation
  • Constantly improve service and productivity by leading continuous improvement initiatives
  • Institute and formalize the assessment of the business and customer needs by leading the development and collection of Voice of the Business / Voice of the Customer surveys.
  • Monitor and report key metrics using next generation dashboards to capture performance towards customer focused goals and to identify area of improvement
  • Drive a root-cause analysis mindset and perform front-line analysis when appropriate
  • Coordinate the required product and system trainings with appropriate stakeholders to ensure a high competency level within the Customer Service team
  • Representing the department in cross-functional meetings
  • Adhering to company culture and department guidelines



  • bachelor degree in business or administration
  • proficiency in English (any other major EU language is an advantage)

  • experience with project management and project implementation
  • experience with Customer service

  • analytical, methodical and accurate personality with strong focus on quality
  • ability to commit and take ownership
  • communication skills, reporting and presentation skills
  • eye for detail and strong drive for continuous process improvement
  • Lean or Six Sigma certificate is a plus, experience with related process improvements is a huge plus



  • 5 weeks of vacation
  • 5 sick days
  • Cafeteria
  • Meal vouchers
  • International environment

Are you interested in this position? Please fill in the contact form or send us your CV in English language with the ref. number in the subject of your application.

If you have had an interview in Grafton already, please contact your consultant directly via e-mail.

For more related job opportunities visit www.grafton.cz/en/jobs/business-services/

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Region: Hl. m. Praha
Obor: Management
Typ nabídky: Zaměstnání