Customer Care for KAM customers

Read carefully the following tasks, requirements and additional information. Yes, it is long, but it is very important for both you and us. Partnership first and foremost!

What you’ll be responsible for:

Working in Customer Service, you will provide daily support to our clients. That’s why we are looking for someone who can’t imagine a workday without interacting with people and who values strong relationships, both with customers and within the team. Your tasks include:

Customer Care (main area):

Handling customer inquiries and requests in a timely and solution-oriented manner,
Providing individualized customer service in line with company standards,
Maintaining high availability and responsiveness towards customers,
Managing complaints and customer feedback in a professional manner,
Supporting customers in ongoing operational and administrative matters,
Cooperating with other departments to resolve customer issues,
Updating and maintaining customer data in systems,
Supporting customers facing language barriers.

KAM support (supporting area):

Supporting Key Account customers in daily operational matters,
Supporting onboarding of KAM customers (process and operational aspects),
Coordinating activities between the customer and internal teams,
Preparing basic reports and summaries for KAM customers,
Participating in customer meetings when required.

Additional tasks:

Performing ongoing administrative tasks related to customer service,
Identifying and reporting process improvement opportunities,
Participating in team activities (e.g. telephone campaigns),
Carrying out ad hoc tasks in line with business needs.

We are looking for you if you meet the following criteria:

Experience and skills:

Minimum 1–2 years of experience in customer service (B2B is a plus),
Experience in handling demanding customers (complaints, difficult situations),
Basic experience in sales support or cooperation with Key Account Managers is a strong advantage,
Ability to handle multiple tasks simultaneously and strong organizational skills,
Excellent Self-Time-Management,
Strong customer focus and problem-solving mindset, not just responding to inquiries.

Operational skills:

Strong communication skills (email and phone),
Ability to clearly explain processes and rules to customers,
Accuracy in working with data (CRM, internal systems),
Ability to prioritize tasks and manage time effectively,
Basic skills in preparing simple reports and summaries.

Collaboration and work style:

Ability to work effectively with different departments (sales, operations, IT),
Proactive approach – identifying issues and suggesting improvements,
Willingness to support the team in additional tasks (e.g. phone campaigns),
Flexibility in handling tasks and changing priorities.

Languages:

The following combination is essential:

Polish – fluent (min. C1), both spoken and written,
English – very good (min. B2), both spoken and written.

Nice to have:

Experience working with CRM systems (e.g. Salesforce, Dynamics, HubSpot),
Experience in an international environment,
Experience in customer onboarding or implementation projects.

Stages of recruitment:

Apply

Expect a call from Patrycja from People & Culture, who will inquire, among other things, about your development preferences and answer any questions you may have.

(Call time: about 20-25 minutes)

Between the phone call and the eventual meeting there will also be a telephone verification of languages.
Let’s meet

Both parties said “yes”? Come to our office to discuss the position and mutual expectations with Bartek (Customer Service Team Coordinator) & Patrycja over coffee/tea.

(Meeting time: about 1-1,5 h)
See how we work

Meet the team and see the work of the position “from behind the scenes”?

(Meeting time: about 3-4 h)
Get to know the decision

Finally, you can expect an offer or a feedback thanking you for participating in the recruitment process. We value your time, so you will definitely receive feedback.

Additional info:

Substantive competence is very important, but even more important to us in the recruitment process are the values that guide our organization. In our work for many years, we have focused primarily on Team and teamwork. We believe that in a dynamic market we will do more by supporting each other than by working alone. In our opinion, only in this way can we intensively develop technology and look to the future. We are a company with an international character. We have found out many times that diversity and the ability to connect people of different cultures
and languages are our strength. They allow us to look at challenges from different perspectives and quickly find the best solutions. We respect our employees, so we ensure clear and fair rules of cooperation. We attach great importance to sincere communication. We appreciate honesty
and openness in professional relationships. We are fair and expect the same from our employees. As #ONETEAM, we look at activities not only through the prism of personal or team experience, but we are mindful of the bigger picture, which is the whole organization.

What do we offer?

employment agreement

basic salary + monthly bonus

lunch pass

additional annual bonus

life insurance plan

private health insurance plan

Ability to work from home (124 days a year)

bonuses for long-service, marriages and births

friendly working atmosphere

modern office environment – Centrum Południe

employee referral bonus

comprehensive onboarding and training

flexible working hours

the possibility of bringing your child to the office if something unexpected comes up. We have a specially-adapted parent-child room for this purpose

Important about work model:

You will work in a hybrid system – partly from the office and, after the onboarding period, partly from home, with a requirement to be present in the office 3 days per week. Fully remote work is not available for this role.

If you want to develop your career at TIMOCOM

Join us!

We look forward to seeing you 😊

Thank you! TIMO #OneTeam