Czech Speaking Customer Support for Logistics & Shipping Department

The Czech Speaking Customer Support Representative at Mercier Consultancy will handle a range of responsibilities including responding to customer inquiries in Czech via phone, email, and chat. This role involves assisting clients with their shipping services queries, accurately documenting interactions in our CRM system, and collaborating with internal teams to resolve complex client issues efficiently.

Candidates for the Czech Speaking Customer Support role at Mercier Consultancy should possess fluency in both Czech and English, both written and verbal. It's beneficial to have previous experience in customer support, ideally within the logistics or shipping industries. Strong communication, problem-solving abilities, and attention to detail are also necessary to excel in this role.

Mercier Consultancy provides a competitive monthly salary, a monthly performance bonus, and a fully paid relocation package, which includes flight, transfer, and hotel accommodation. Additional perks include health insurance, private health insurance, and support in finding accommodation after staying at the hotel.

While previous experience in logistics or shipping is preferred, it is not strictly necessary for the Czech Speaking Customer Support Representative role at Mercier Consultancy. A passion for customer service, strong communication skills, and the ability to learn quickly are equally valuable.

Mercier Consultancy is committed to the growth of its team members. For the Czech Speaking Customer Support role, comprehensive training sessions are offered to enhance service knowledge, ensuring that representatives are well-prepared to assist clients effectively.

When dealing with difficult inquiries, it's important to remain calm and patient. Acknowledge the customer's issue, listen carefully, and show empathy. Clearly communicate your plan to resolve their concern, and follow up to ensure their satisfaction. Your ability to build rapport is essential in this role.

Certainly! Describe a specific incident where you successfully resolved a customer issue. Explain the problem, your approach to finding a solution, and the outcome. Use metrics or customer feedback to illustrate the success of your effort.

Managing multiple inquiries requires prioritization and organization. I use digital tools to track customer requests, ensuring I respond promptly to urgent issues while efficiently addressing lower priority tasks. Clear communication about expected wait times also helps manage customer expectations.

To stay informed about logistics and shipping processes, I regularly participate in training sessions and seek out industry news through articles and webinars. Networking with colleagues and participating in client feedback sessions also helps enhance my understanding.

I believe personalizing the communication and actively listening to customers are key to providing excellent customer service. Understanding their needs, showing genuine concern for their issues, and following through on solutions build trust and satisfaction.

When documenting customer interactions in a CRM system, I ensure that all relevant details are accurately recorded, including the customer's issue, the steps taken to resolve it, and any follow-up needed. Consistency and clarity are essential for future reference and team collaboration.

In situations where I'm unsure of the answer, I first acknowledge the customer’s query and assure them that I'm dedicated to finding the information. I then either consult internal resources or escalate the question to a colleague with the expertise to provide an accurate response.

My approach to collecting client feedback is proactive. I gently ask clients for their thoughts after resolving their queries and encourage them to share suggestions. This feedback is vital for ongoing service improvement and client satisfaction.

I have experience working with various customer support tools such as CRM systems, live chat software, and ticketing systems. I am familiar with how to navigate these platforms efficiently to provide timely and accurate assistance to customers.

I am passionate about customer service and enjoy utilizing my language skills to help others. The opportunity at Mercier Consultancy excites me because I believe in their commitment to quality service, and I look forward to contributing to a dynamic team that values client satisfaction.