Entry level Customer Service Professional ensuring customer satisfaction through various communication methods. Interacting via phone, email, and live chat in a hybrid work environment.
About the role
- Customer Experience Developer at Luminor shaping customer service and sales performance across Baltic channels. Designing training programs to enhance employee skills and customer satisfaction.
Responsibilities
- Design, implement, and maintain customer service and sales processes across Baltic channels in line with Retail strategy, ensuring a strong customer‑centric approach
- Bring creative, modern learning ideas- beyond classic training — including individual activities, coaching formats, and ongoing knowledge‑boosting initiatives
- Use AI tools and modern training technologies to develop engaging, efficient, and scalable learning content
- Analyze data and insights from customer feedback, complaints, quality evaluations, Mystery Shopping and other sources to identify pain points and quickly propose improvement solutions
- Design and adapt training programs to ensure superior omni‑channel experience, using customer insights and quality learnings
- Plan and deliver trainings for customer facing employees in a professional, engaging, and inspiring manner
- Initiate and coordinate local and pan‑Baltic procedures and projects that enhance customer experience, prepare necessary guidelines and documentation
- Advocate customer‑centric service and sales mindset in other units’ development projects and collaborate across departments
- Stay constantly updated on market trends, tools, and best practices to ensure Luminor remains ahead in customer experience excellence
Requirements
- Deep knowledge of retail customer service principles, quality evaluation methods, and common customer pain points
- Proven ability to identify improvement opportunities and propose fast, effective, and creative solutions
- Strong skills in training facilitation, coaching, and creating individual and team learning activities
- Ability to use modern tools, including AI solutions, for training content creation, data analysis, and process improvement
- Strong collaboration, creativity, project management, and stakeholder management skills
- Proactive approach to self‑development and task ownership
- Fluent English and Estonian is required in spoken and written communication due to working on the Pan-Baltic level
Benefits
- Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
- International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
- Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
- More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
- Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
- Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year
- Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed
- Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
- Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
- Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor
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