Customer Service Representative

5 days ago

Prague, Hlavní město Praha, Czech Republic CWS Group Full time

Key Responsibilities

System Implementation & Project Leadership

  • Lead end-to-end implementation projects of new CRM/ERP systems (e.g., Salesforce, MS Dynamics, ABS) and process automation tools within the Customer Care area.
  • Manage project timelines, deliverables, and stakeholder communication to ensure successful rollout and adoption.
  • Collaborate with IT, Sales, Logistics, and Finance teams to align system functionality with business needs.
  • Identify opportunities for system improvements and process standardization across countries and departments.
  • Develop and document new workflows, procedures, and user guidelines to ensure smooth transition and effective use of new tools.

Customer Care Excellence

  • Oversee complex customer interactions and ensure high-quality service delivery through optimized processes and tools.
  • Support regional and global teams in achieving operational excellence through data-driven insights, reporting, and process improvement.
  • Proactively identify systemic issues or recurring challenges and lead initiatives to resolve them sustainably.
  • Ensure compliance and consistency of customer data and contractual documentation across multiple systems.
  • Support the standardization and harmonization of procedures to enhance efficiency and transparency.

Cross-Functional Collaboration

  • Act as a key liaison between the Customer Care function and other business units (Sales, Service, Logistics, Finance, IT).
  • Ensure alignment between operational teams and system development teams to improve workflow efficiency and customer satisfaction.
  • Lead or contribute to cross-departmental projects, ensuring seamless execution and clear accountability structures.

Skills and Qualifications

Essential:

  • Bachelor's degree (Business Administration, Project Management, IT, or related field).
  • Minimum 5–7 years of experience in customer operations, system implementation, or project management within an international or corporate environment.
  • Proven experience in leading or managing system implementation projects (CRM/ERP/automation platforms).
  • Strong project management and stakeholder coordination skills, including planning, execution, and reporting.
  • Excellent communication and interpersonal skills, with ability to work cross-functionally and manage competing priorities.
  • Proficiency in English (B2–C1) and Czech (fluent) – additional Slovak is a plus.
  • Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Outlook).
  • Structured, analytical, and solutions-oriented mindset with high attention to detail.

Desirable:

  • Hands-on experience with Salesforce, Microsoft Dynamics, or ABS.
  • Experience in change management and user adoption strategies.
  • Project management certification (e.g., Prince2, PMP, Agile) is a plus.

Personal Profile

  • Strategic thinker with strong execution skills and a "can-do" attitude.
  • Comfortable working in a matrix organization and leading without direct authority.
  • Driven by improvement, innovation, and efficiency.
  • Capable of balancing strategic planning with operational follow-through.

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