Senior Customer Service Specialist

About Talixo

Talixo is the world's leading operator of pre-booked transfers, working with the biggest brands in travel. We partner with fleets in 1,100+ cities and 130+ countries worldwide to provide travelers with reliable, high-quality rides, making their journeys easier and more enjoyable, from door to door. Since 2012, we've been helping travel brands create more connected journeys, and we're looking for people willing to go the extra mile.
Operating across two key locations: Krakow and Berlin, our cohesive teams - IT, Operations, Fleet, Pricing, Sales, Finance and HR - drive technological innovation, operational excellence, and organizational development. With a shared focus on refining processes and enhancing technology, while spearheading strategic growth initiatives, we seamlessly contribute to our collective success.

Objective of the Role:

Senior Customer Service Specialists maintains the highest possible service levels for drivers and customers. Their objective is to provide seamless issues handling and to provide the best possible effort to prevent issues from happening in the first place. Additionally, the role is supposed to support the Manager is smaller projects and initiatives improving the customers’ experience and serve as support for more junior colleagues. This is a full-time job(40 hours per week, 8 hours per day) with periodic weekend coverage as business needs require.

Responsibilities:

• Answering incoming requests via the available contact channels (Phone, Email, Chat)
• Participate in regular training and feedback session
• Support Manager in assisting less tenured team members, act as ‘buddy’ for new joiners
• Provide inputs, observations and improvement ideas
• Take part in customer service-related projects
• Pro-active build-up of knowledge to learn about new or changed Talixo processes
  

Requirements:

• 2–4 years in a customer service or operational role
• Exceptional active listening skills and fluency in written and spoken English, driven by a solution-focused and empathetic approach
• Confident in navigating ambiguous situations and making clear decisions when answers are not immediately obvious
  
• A collaborative team player with a strong desire for continuous learning and professional development
• Availability to work in a shift pattern, including some of the weekends.

What we offer:

• Hybrid Working (office located in Lubicz 23 in Kraków) 2 days office/ 3 days Home Office
• Employment contract, full time with trial period
• Discounts for Talixo services
• Complimentary office amenities including fresh fruit, sandwiches etc.
• Additional Benefits : private healthcare Allianz, My Benefit Cafeteria, Multisport Card
• Additional paid time off - 3 days per year for professional development, well-being or volunteering
  
• Internal Learning and Development trainings available

Recruitment process:

• CV screening and candidate selection
• Screening call on Google Meet with Recruiter (only selected candidates)
• 1st stage Google Meet interview with Hiring Manager (only selected candidates)
• 2nd stage Google Meet interview with Hiring Manager and Senior Manager + Case Study (only selected candidates)
  
• Feedback
• Note: some of the interviews and recruitment process will be run in English.