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).

• 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

• 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

• Adekvatnu i redovnu fiksnu zaradu
• Bonuse u skladu sa postignutim rezultatima
• Prijatno radno okruženje
• Obuku i usavršavanje
• Mogućnost za razvoj i napredovanje

Prijava

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!

• 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

• 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

• 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.

• 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

• 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

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.

• 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

• 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

• 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

• 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

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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

Customer Service Manager

Belgrade

Contact Service (www.contactservice.info) is proud to announce that we have partnered with a global ground transportation company from the US, Eight Black (www.eightblack.com), as their service provider for remote operations in Serbia.

We are looking forward to establishing a long-term business relationship and to bring exciting work opportunities. Therefore, we are looking for new team members to help us build an exceptional Customer Service Team in Serbia.

Eight Black is an independently owned global ground transportation and security business based out of Colorado in the United States, with 56 team members in 5 states serving 114 countries worldwide! Eight Black owns and operates multiple businesses including multiple private black car services and a highly sought after Executive Protection and security consulting business. Their Airport Shuttle Service, the largest in Boulder County, operates 19 fixed time arrivals and departures to Denver International Airport from Boulder County hotels, customer homes, etc. on a daily basis.

• you have a passion for excellence and a natural ability to solve problems
• you're looking for a stable role 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 tight-knit team
• you have a customer-centric approach to work and take pride in providing first-class service

• welcome you as part of our team, offer support, and do our best to keep you happy
• provide training and learning opportunities as well as fun team-building activities
• reward your hard work with bonuses
• provide you with the opportunity to work from home

• supervise and manage day-to-day operations of the CS team
• participate in hiring, onboarding, training, retraining processes for all projects under Eight Black and make recommendations to management about staffing requirements
• maintain manuals and other training material and serve as a mentor to all agents
• conduct Quality control (calls, emails, overall workflow) and monitor agents’ overall assignments, tasks and correspondence
• provide monthly reports on agent performance and KPls
• oversee inside sales process and documentation in CRM platform
• motivate and provide support and assistance during and outside business hours
• create CS schedule, manage and review daily call log, and escalate specific items to management as needed
• participate in any required meetings and/or special trainings for professional development
• resolve customer complaints for all Eight Black companies
• serve as the first point of contact between Eight Black and Contact Service
• create and maintain affiliate sheet - in Colorado, US nationwide and worldwide
• maintain - ONO list, Refund Sheet, Free Ride Sheet given guidelines and thresholds

• have at least 2 year of experience in managing people as a Supervisor, Team Leader, Coordinator, etc.
• have a minimum of 2 years of experience in a contact center within ground transportation
• can work full time in shifts and weekends (late afternoon and night shifts Serbian time)
• are a proficient user of industry-related software – LimoAnywhere and Hudson
• have a proficient command of the English language (C1/C2 level)
• are able to think outside of the box and find creative and quick solutions
• are able to prioritize multiple tasks, convey a sense of urgency and remain detail oriented in a fast-paced environment

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

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 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

• 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

• 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 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