Customer Service Representative

Key Duties & Responsibilities:
• Taking any cases from the stack, including high priority case handling, focusing on customer interaction and information gathering.
• Problem diagnosis and resolution on known issues and interaction with 3rd parties. Escalation of issues to team leaders.
• Analysing cases complexly, troubleshooting unknown issues, coming up with new solutions, contributing to knowledge base.
• Identifies solution, applies and tests solution. Considers all known alternatives before making a decision.
• Initiates coaching and handover in line with the SLA.
• Manage customer interaction in a positive way, be able to clarify the problem, consistently demonstrate basic resolution of known problems.
• Managing customer expectations and understand what the customer actually needs
• Establish realistic time-lines for customer updates or issue resolution, focus on resolving the issue and afterwards on lessons learnt.
• Interact in a collaborative way with the home market and other teams.
• Deliver basic training, following a course script, delivering existing content.
• Pro-actively acquiring and sharing knowledge.

What skills and experience are we looking for?
• Either Technical support or Customer Service experience (preferably from B2B sector)
• Communicative level of English and fluency in French/German/Italian/Dutch
• Ability to prioritize and manage your own time effectively
• Analytical thinking and strong problem solving focus
• Strong communication skills over the phone or in a written form
• Patience and good listening skills
• Ability to multitask
• Proactive approach and positive attitude

• An opportunity to be part of a global market leader.
• A dynamic and inspiring working environment.
• Many opportunities to work on challenging projects and assignments.
• Possibilities for further personal as well as professional development.
• Many employees benefits:
o 5 weeks of vacation, home office, flexible working hours, sick days
o Meal vouchers, Cafeteria, referral award, life and accident insurance, MultiSport card
o Contribution for: Prague public transportation, language study, illness leave, pension contribution,
o Refreshment in the workplace, company gym, free sports activities, corporate events

Automotive industry, manufacture of transport equipment

- Keyloop (CDK before) is a global market leader in providing software and digital marketing solutions to the automotive industry.
- They are innovating the way that automotive dealerships drive their customers’ car.
- As of 1st March 2021, we started a new chapter under Francisco Partners. CDK Global International has now been established as an independent business named Keyloop.
- Few highlights about Keyloop: