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Current job opportunities
Agent u kontakt centru
Beograd
Contact Service je kontakt centar outsourcing kompanija koja pruža inovativna i kvalitetna rešenja, pritom u potpunosti orijentisana ka korisniku. Mi nismo još jedan “call” centar, mi smo “contact” centar i omogućavamo komunikaciju kroz više kanala – telefon, chat, email, faks, SMS, društvene mreže. Posvećeni smo povećanju produktivnosti kroz pružanje izvanredne korisničke podrške i koordinacije svih komunikacionih kanala.
Pružamo Vam mogućnost rada u mladom i perspektivnom kolektivu, punom pozitivne atmosfere i dobrih međuljudskih odnosa, koji neguje timski rad. Mogućnost napredovanja i usavršavanja su nešto što se samo po sebi kod nas podrazumeva.
Za svog klijenta, usled povećanja obima posla, tražimo komunikativne, odgovorne, ambiciozne i profesionalno orijentisane osobe koje će se pridružiti postojećem timu na poziciji: Agent u kontakt centru (srpski jezik).
Opis posla:
- Odgovaranje na telefonske pozive u skladu sa postavljenim standardima
- Beleženje podataka od pozivaoca i unošenje podataka u određene aplikacije, baze i slično
- Unos podataka u softver
- Prikupljanje informacija o korisniku i obrada informacija kroz kompjuterski sistem
- Drugi poslovi u okviru delokruga rada po nalogu supervizora
Kvalifikacije:
- Minimum SSS
- Odlično poznavanje srpskog jezika, poznavanje gramatičkih i pravopisnih pravila
- Poznavanje rada na računaru (MS Office, internet)
- Odlične komunikacione sposobnosti i veština ubeđivanja
- Strpljivost, ljubaznost, preciznost i efikasnost u radu
- Visok stepen samoinicijative i timski duh
- Spremnost za rad u smenama (pre i posle podne, noćna smena, vikend)
- Poželjno iskustvo na istim ili sličnim poslovima
Šta nudimo:
- Adekvatnu i redovnu fiksnu zaradu
- Bonuse u skladu sa postignutim rezultatima
- Prijatno radno okruženje
- Obuku i usavršavanje
- Mogućnost za razvoj i napredovanje
Training Specialist for Ground Transportation
Belgrade
Contact Service, a Belgrade-based BPO is actively seeking a valuable addition to our team of
dedicated professionals committed to enhancing the multitude of processes that enable us to consistently meet the requirements and expectations of our clients and users. Thus, we’re looking for a Training Specialist who is passionate about teaching others and helping them succeed. The ideal candidate has experience working in a call center environment and ground transportation industry and can train others on various systems and processes effectively.
If you are passionate about customer service, enjoy dynamic and creative work, and strongly desire to help others learn and grow, then we want to hear from you!
Key responsibilities:
- Designs and implements onboarding for new hires and clients in the limo industry, ensuring a welcoming learning environment by conducting orientation sessions
- Participates in the training with new clients to be able to train new employees and creates training materials in terms of manuals, guides, and course materials (Train the Trainer method)
- Facilitates classroom training to provide product knowledge, call handling skills, customer service/sales skills, processes, and procedures
- Creates industry-specific training programs for the ground transportation and limousine industry
- Assesses training and development needs through surveys, interviews, focus groups, and communication with managers, supervisors, and operators
- Conducts regular performance evaluations of all agents to identify areas for improvement
- Develops unique training programs to fulfill workers’ specific needs to maintain or improve job skills
- Presents training and development programs using various forms and formats including group discussions, lectures, simulations, and videos
- Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements
- Provides group and one-on-one coaching to ensure exceptional customer service
- Builds annual training program and prepares teaching plans
Candidate profile:
- Excellent verbal and written communication skills. Strong presentation skills
- Proficient command of the English language (C1/C2 level)
- Ability to design and implement effective training and development
- Proficiency with Microsoft Office Suite and related program software
- Bachelor’s degree in social sciences, human resources, or a business-related field
- Experience in the Ground transportation and Limousine industry
- Experience as a Customer Service Trainer or similar role
- Experience in the call center industry is a plus
- Knowledge of the industry-related software for dispatch – LimoAnywhere, Livery Coach, and Hudson will be considered as a plus
- Ability to work in US hours
What we offer:
- An opportunity to further advance your career in an international environment
- A hybrid working model between the office and remote work
- Competitive salary and bonuses, as well as a full-time employment contract from day one
- Fun team-building activities, parties, and humanitarian activities
- Private health insurance package
If you are a dedicated and experienced Training Specialist ready to make a positive impact in the ground transportation industry, we encourage you to apply. Join us in creating a supportive and engaging learning environment for our team!
*Please note that only resumes submitted in English will be taken into consideration.
Apply
Dispatch and Customer Service Representative
Belgrade
Contact Service is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. We provide multichannel approach - voice, chat, email and social media.
You will help us to transform our philosophy into our products and services. We hope you join our team and help us to change our industry for the better. We do not waste our time on the frequent internal meetings, presentations, conference calls. Our concept is plan – evaluate – execute – report.
Due to the rapid expansion of our service we are looking for new team members. On behalf of our client from the ground transportation/limousine industry in the US, we are looking for an experienced professional to fill in the following position: Dispatch and Customer Service Representative, Luxury limo service.
Primary Role Responsibilities:
- Dispatching fleet (Luxury sedan, SUV, Van, Bus...) in a dynamic and fast paced environment
- Coordinate with planning on vehicle availability and needs
- Assigning rides to Drivers
- Updating current trip status in its duration
- Communicating with drivers and passengers regarding pickup information
- Booking travel reservations over the phone/email requests via company software
- Using mapping software
- Answering incoming reservation calls
- Making new reservations as well as making changes to existing reservations
- Calling affiliates nationwide to verify remote bookings and fares
- Follow company protocols for all Dispatch functions
Requirements:
- Strong communicator - both on phone and in writing
- Dispatch background
- Excellent command of the English language
- Computer skills a must including: Internet programs, especially online Google products, MS Office
- Ability to learn proprietary industry software -- for booking and dispatching
- Ability to prioritize daily responsibilities and demonstrate good time management
- Good organization and prioritization skills, paying strong attention to detail
- Works well in a fast-paced environment
- Calm under pressure
- Creative problem solving
- Logical Thinker
- Great attention to detail
- Ability to work in shifts and weekends
Why work with Contact Service:
Contact Service is an exciting, fun, friendly and fast paced place to work. Our people are the most important aspect of our business. Every employee plays a role in our success. As a result, we promote a positive, encouraging and lively work environment which translates into a better experience for not only our employees, but also our clients and their customers.
Other benefits:
- Excellent working environment
- Dedicated training and knowledge improvement
- Full-time employment
- Stimulating compensation
Please note:
We will only consider applications submitted in English.
Apply
Operations Manager for Ground Transportation Industry
Belgrade
Contact Service is a contact center BPO company specialized in providing innovative and quality solutions through various channels – phone, chat, email, fax, text message and social media. From our inception we have successfully cooperated with domestic, regional and US based clients.
Due to expansion of our business with the arrival of new US based clients, we are looking for a person who will use their knowledge and experience to contribute to the advancement of our client relations and achievement of results. If you have call center experience, and you thrive in managing people and processes within a dynamic environment and strive for both efficiency and quality, you’re the person we’re looking for!
Our team is growing, and we’re looking for a person to fulfill the following role: Operations Manager for Ground Transportation Industry
Key responsibilities:
- Managing and upgrading relations with clients, coordinating resources with the goal of advancing business
- Regular communication with clients regarding current affairs within teams on weekly meetings
- Planning and implementation of new business opportunities – acquisition of new clients
- Determination of hiring, training, and employee development needs, reporting on personnel changes
- Suggesting and auditing new services in agreement with the client and Management
- Liaising in communication between employer and employee
- Analyzing team results utilizing different KPIs in cooperation with Supervisors, recognizing and awarding exceptional individual and team results
- Following through with the onboarding process of new hires and employee trainings
- Tracking and enhancement of new procedures and standards
- Coordinate selection processes for different teams
- Reporting and analysis of team and sector results on a regular basis
- Coordinate team performance and provide quality control for agents’ service
We offer::
- An opportunity to further advance your career in an international environment
- A chance to design your personal hybrid working model between the office and remote work
- Competitive salary and bonuses, as well as full-time employment contract from day one
- Fun team-building activities, parties, and humanitarian activities
- Private health insurance package
Candidate profile:
- 3 years of experience in managing people and processes (as a Supervisor, Team Leader, Coordinator, …)
- 2 years of experience in a contact center within the ground transportation (Luxury and Limousine car service)
- Bachelor’s degree, preferable in the field of Management,
- Organizational sciences
- Proficient command of the English language (C1/C2 level)
- Proactive approach to work
- Ability to think quickly and adapt to a dynamic environment
- Flexibility regarding work during the weekend (occasionally) and US working hours
Apply
Who we are?
We are a group of professionals who make their work fun, we enjoy laughing, working with new ideas and interesting people, while supporting our ever-growing base of clients. In our dynamic outsourcing industry, we organize people, improve processes, develop both teams and individuals while providing top notch services to our partners.
Currently we are looking for someone who will help accelerate the growth of our company by means of boosting sales and account management. You would be a great asset if you have experience in turning leads into clients and are eager to understand customer requests. If you love looking for challenges to let your strengths and ideas shine, consider applying for our position of:
Sales and Business Development Manager
What are we offering?
- An opportunity to build a great career in an international environment
- A personalized working model - remote or hybrid
- Training & onboarding with the help of a dedicated manager and the team around you
- Competitive salary and sales based bonuses
- Enough coffee and tea for caffeine lovers
- Snacks every Friday, because… It’s Friday!
- Learning and development opportunities
- Fun team-building activities, parties, and humanitarian activities
- Family benefits as part of our family-friendly enterprise program
- Private healthcare package
What will you do?
Lead Generation
- Outbound lead gen. including, cold calls, emails and LinkedIn.
- Attend networking events, local/national trade shows
- Identify new business opportunities – new markets, industries, or services or new ways of reaching existing markets
- Discuss promotional strategy and activities with the marketing agencies
Sales
- Build a pipeline of qualified business leads, per ideal customer profile
- Convert leads to sales, per quota
- Meet with potential customers in person, or virtually
- Understand customer requirements and prepare solution oriented proposals
- Follow and improve a systematic sales process
- Maintain all sales activities in CRM system
- Attend conferences and customer events
Account Management
- Build relationships with existing clients
- Expand share of wallet
- Propose new services and operational improvements
- Negotiate renewals
- Follow a standardized on- boarding and review process
- Keep abreast of trends and changes in client industries and verticals
- Market research – competitive analysis, research on potential new markets and industries, industry trends, technology, products, and services
You’ll fit in great if you:
- Have 3+ years of relevant experience in Sales and Business Development in an international market
- Have a proven track record of customer relationship management and BPO
- Are goal and sales driven
- Efficient with assigned tasks
- Able to prioritize
- Clear communicator
- Detail oriented
- Comfortable with systems and processes
- Ability to connect quickly with customers
- Ability to build trust
- Solution selling
Please note:
We will only consider applications submitted in English.
Apply
Menadžer kontakt centra
Beograd
Contact Service je kontakt centar outsourcing kompanija koja pruža inovativna i kvalitetna rešenja, pritom u potpunosti orijentisana ka korisniku. Mi nismo još jedan “call” centar, mi smo “contact” centar i omogućavamo komunikaciju kroz više kanala – telefon, chat, email, faks, SMS, društvene mreže. Posvećeni smo povećanju produktivnosti kroz pružanje izvanredne korisničke podrške i koordinacije svih komunikacionih kanala.
Pružamo Vam mogućnost rada u energičnom i perspektivnom kolektivu, punom pozitivne atmosfere i dobrih međuljudskih odnosa, koji neguje timski rad. Mogućnost napredovanja i usavršavanja su nešto što se samo po sebi kod nas podrazumeva.
Usled povećanja obima posla, tražimo komunikativnu, odgovornu, ambicioznu i profesionalnu orijentisanu osobu koja će se pridružiti našem timu na poziciji: Menadžer kontakt centra
Zaduženja:
- Praćenje, unapređivanje i kreiranje procedura i standarda
- Učestvovanje u procesu selekcije za timove za koje je odgovoran
- Redovna analiza i izveštavanje o pojedinačnim timovima i celom sektoru
- Monitoring i kontrola kvaliteta usluge koju agenti i timovi pružaju
- Upravljanje budžetima za svoje timove i pregovori cena i uslova sa klijentima
- Izgradnja pozitivnog i dugoročnog odnosa sa klijentima kako bi se obezbedio rast poslovanja
- Redovna komunikacija sa svakim timom i klijentom i obaveštavanje o trenutnom stanju u timu
- Pronalaženje i prepoznavanje novih poslovnih prilika, proširenje usluga i tima koje obezbeđujemo klijentu
- Definisanje potreba zapošljavanja, treninga zaposlenih, obaveštavanje klijenta o otkazima, godišnjim odmorima, dogovaranje Planova unapređenja za zaposlene
- Odgovoran za dnevne operacije i strateške odluke na nivou svojih timova i klijenata
- Praćenje rezultata i razvoja zaposlenih, prepoznavanje i nagrađivanje individualnih i timskih rezultata
- Sprovođenje mesečne procene performansi i analiziranje rezultata kroz ključne pokazatelje uspešnosti (KPI)
- Organizuje i nadgleda Onboarding i redovne treninge zaposlenih u dogovoru sa nadležnim kolegama
- Nadgleda Supervizore i Tim lidere i redovno im daje povratne informacije o njihovom radu
- Prikupljanje podataka o platama od Supervizora (ili direktno od zaposlenih) i prosleđivanje HR sektoru
- Kreiranje bonus šema sa klijentom i HR menadžerom, kao i popunjavanje i slanje HR sektoru sa obračunom plata
Kvalifikacije:
- 4 godine iskustva u upravljanju procesima i ljudima
- 2 godine iskustva rada u call centru
- VII stepen obrazovanja, poželjno iz oblasti menadžmenta, organizacionih nauka
- Napredno poznavanje Microsoft Office paketa
- Znanje engleskog jezika
- Visoke analitičke sposobnosti
- Poželjno poznavanje rada Kontakt centar softvera i alata
- Sposobnost rada pod pritiskom i brzog odlučivanja
- Sposobnost upravljanja timom i davanja feedback-a
- Fleksibilnost u vezi sa radom vikendom
Šta nudimo?
- Šansu da dalje gradite karijeru u dinamičnom okruženju
- Konkurentnu zaradu i bonuse
- Ugovor na neodređeno od prvog dana
- Organizovane tim-bilding aktivnosti, proslave i humanitarne akcije
- Privatno zdravstveno osiguranje
Apply
Reservations agent – Albanian and English language
Remote
Contact Service is a global contact center outsourcing company that delivers innovative, quality-driven, customer service solutions, across all industry segments. We provide multichannel approach - voice, chat, email, and social media.
We are considered as an exciting, fun, friendly and fast paced place to work. Our people are the most important aspect of our business. Every employee plays a role in our success. As a result, we promote a positive, encouraging, and lively work environment which translates into a better experience for not only our employees, but also our clients and their customers.
Now our team is looking for someone passionate about the hospitality and hotel industry speaking both Albanian and English. You would be a great fit if you enjoy communicating with clients and making their dreams come true by booking rooms and making reservations. If this sounds like you, consider applying for our open position of:
Responsibilities:
- Communication in Albanian and English language with customers
- Making reservations for 5-star hotels in Serbia and in Montenegro
- Effectively responding to customer requests by phone, email and/or chat
- Placing outbound calls to follow up with existing customers
- Providing product and service information
- Entering reservations and data in company’s software
- Other duties as assigned
Qualifications:
- Excellent knowledge of English and Albanian languages
- Effective interpersonal and communication skills with customers
- Sales and customer service orientation
- Effective problem-solving and decision-making skills
- Enthusiastic, self-motivated and able to work with minimal supervision
- PC literacy
Other benefits:
- Dedicated training
- Fun team-building activities, parties and humanitarian activities
- Full-time employment
- Stimulating compensation
- Possibility of long-term employment after the project ends
*Please note only resumes submitted in English and with relevant experience will be taken into consideration.
Apply
Sales and Service Specialist
Belgrade
Making vacation dreams come true, one call at a time
What if we told you that there is a job that involves spending most of your day looking at pictures of sandy beaches and caribbean sunsets?
Join our superstar team and become: A personal concierge - sales and service specialist (for luxury resorts)!
You will love this job if:
- you have a passion for excellence, a love for selling, and a natural ability to solve problems to meet the customer's needs
- you're genuinely excited about working to turn someone's Caribbean vacation fantasy into reality
- you're looking for a permanent position within a family-friendly company that values your contribution and will continuously invest in your development
- you're quick, decisive, and thrilled to work in a fast-paced, dynamic environment as part of a tight-knit team
- you're a competitive self-starter who can solve urgent problems and juggle shifting priorities while keeping an eye out for details
- you have a customer-centric approach to work and take pride in providing first-class service to clients
To help you give your best, we will:
- welcome you as part of our team, offer support, and do our best to keep you happy
- honour your successful start with bonuses
- reward your hard work with monthly bonuses afterwards
- provide training and learning opportunities as well as fun team-building activities
- make sure you have enough coffee/tea when working from the office
As a Sales and Service Specialist, you will:
- receive inbound and make outbound communication via phone, email and/or chat to help our customers book their ideal Caribbean vacation
- be productive and engage in positive interactions, effectively meeting the needs of our customers while reinforcing trust
- create loyalty by serving as a brand spokesperson while demonstrating a variety of selling techniques, resulting in sales of our products and services
- utilize solid judgment, problem solving, and product & technical knowledge to offer detailed insight and alternatives to help customers book their dream vacation(s)
- identify our customer's needs by asking clarifying questions to effectively promote our products and services, articulating their features and benefits
- keep daily contact with luxury hotels and resorts worldwide
- perform other duties as assigned
You should apply immediately if:
- you have at least 1 year of call-center experience
- you are proficient/native in English
- you are able to work in shifts – afternoons and some weekends
- you are familiar with processes and comfortable working in a procedure-based environment
- you are an advanced PC user
- you love a challenge and love helping people
- you have experience in hospitality and speak Spanish, it would be counted as a plus
If you are a professional looking to work with a high-quality team that promotes a positive company culture, look no further!
*Please note only resumes submitted in English and with relevant experience will be taken into consideration.
Apply