Customer Support Agent addressing customer inquiries and ensuring satisfaction at OLX in Bucharest. Responsible for resolving issues and building lasting relationships with customers.
About the role
- Team Lead for Customer Service at Karo Healthcare, leading the local customer service team in Warsaw. Drive improvements and collaborative strategies in a dynamic environment.
Responsibilities
- Establish and lead the local Customer Service organization in Poland, including team leadership, recruitment support, and local implementation of the global Customer Service strategy
- Ensure smooth day-to-day customer service operations with a strong focus on quality, responsiveness, and reliability
- Be hands-on with order management when needed, leading by example in a fast-paced environment
- Act as a key interface between Customer Service and Commercial, Supply & Demand Planning, Finance, Quality Assurance, and other stakeholders
- Manage daily operational collaboration with our 3PL partner, monitor KPIs against SLAs, and drive escalations within Logistics when required
- Continuously improve processes, workflows, and service standards to drive operational excellence
- Participate in and lead system-related upgrades and development initiatives (ERP/CRM)
- Drive strategic initiatives to enhance customer experience and increase satisfaction
- Represent the voice of the customer internally, contributing insights to support business decisions
- Ensure compliance with pricing, contracts, product availability, and local regulatory requirements
- Validate and support accurate product master data in ERP systems and local databases
Requirements
- Proven experience building, leading, and developing Customer Service teams
- Solid understanding of B2B customer service environments, ideally within FMCG, healthcare, or pharma
- Strong cross-functional collaboration skills, particularly with Sales/Commercial, Supply & Demand Planning, Finance, and Quality Assurance
- A hands-on, structured, and proactive approach with a strong problem-solving mindset
- Comfortable working independently in a dynamic, high-growth, and changing environment
- Data-driven mindset with experience working in ERP and CRM systems (e.g. IFS, SAP, Emigo)
- Fluent in Polish and English, both written and spoken
- Strong leadership and change management capabilities
Benefits
- Opportunity to create, grow, and encourage
- Apart from a competitive salary pack, there are lots of growth opportunities to meet your personal ambitions
- Flexible schedule and life work balance
- Responsibility for exciting and challenging projects that have a direct, visible impact on our customers and the industry
- Very positive work environment in a young, international, and motivated team
- Start-up spirit while being a part of the large international organization with strong values
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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