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Job Description
Circle K Business Centre is a shared services center that supports Circle K Europe’s operations through a wide range of services in finance and control, information technology, human resources, transportation fuels, and customer service.
Circle K is part of the Canadian company Alimentation Couche-Tard Inc. (Couche-Tard), one of the world’s largest publicly traded convenience store retailers, listed on the Toronto Stock Exchange (TSE). The company operates in North America, Europe, Asia, and the Middle East. It has approximately 12,300 locations in its network across North America (United States and Canada), Europe (Norway, Sweden, Denmark, Ireland, Poland, the Baltic countries), Asia, and the Middle East. We are a family of over 100,000 team members making our customers’ lives easier around the world.
To ensure the best service for our customers, we are looking for:
Handle complex inbound and outbound customer requests via phone, e-mail and by post. Manage customer operational issues and problem situations.
Customer service and card support (B2B customer agreements, pricing/discounts, customer complaints, working with payment orders, credit limits, cards, invoices, reports and other technical inquiries)
Work with databases and IT-systems (primarily PALS, CRM On-Demand, JDE). Information data input and maintenance. Registration of contact information, complaints, problem situations etc. in databases if required
Be responsible for customer complaints and issues solving process. Involve all responsible parties if necessary. Provide solutions and ensure effective communication.
Describe and communicate daily processes. Support manager on daily tasks in scheduling for each day based on traffic expectancies; match staffing to meet service levels and arrange and run team and cross-team meetings, keep dashboards updated and track of unplanned deviances.
Assist to cooperate with partners and attend at quality controlling and measuring activities, call calibration.
Participate in different client service projects according to current priorities of unit
Maintenance of Customer Service everyday activities documentation/procedures, as well as letters of replies to customer complaints,
Be a substitute for unit colleagues during vacations or in other situations of absence.
Be a substitute for Customer Service Team manager during vacations or in other situations of absence, taking responsibility for productional continuity and making production related decisions according to situation.
If required perform tasks mentioned above working in shifts (morning shift or evening shift)
Ensure continuity of client service work by working additional hours outside normal working hours (with an additional compensation) in accordance to pre-agreed on duty schedule.
Assist manager in training and coaching of new and existing employees; ensure continuous knowledge transfer within a team (floorwalking).
Describe and communicate processes, forward information acquired from respective BU to team members.
Assist with or perform other Department’s functions according to a Manager’s assignment in a case of necessity.
qualitative performance of the duties determined in the post description;
legitimate utilization of powers and rights of the post;
observing the confidentiality of the obtained information;
performance of all tasks in accordance to laws and regulations, Employment Contract and the company’s organizational documentation;
Responsibility for observance of the work order regulations of the company;
Responsibility for observance of the requirements of the labor protection, safety technique and work hygiene;
The employee is under the mandatory obligation to notify own superior on any important event within his terms of reference without external prompting, the employee also must foresee/obtain entire information required for ensuring effective completion of the tasks.
CustomerService and Sales units
Finances and Control department
Retail Sales Operations
External cooperation partners
University degree (Bachelor level) – preferable
Experience in customer service
Good IT skills MS Office, SAP etc.
Very good French language skills
Contract of employment
Annual bonus
Private medical care
Cafeteria Platform/Multisport
Language lessons subsidized by the company
Group insurance
Attractive discounts for products and services at our stations
Employee stock purchase plan
Employee Assistance Program (Lyra)
Modern and convenient office that you can virtually visit here - https://goo.gl/maps/CLteHfYcdYMbdESq6
Trainings & possibility to develop skills in a wide international environment
When working with us you can depend upon it that you will not be judged on the grounds of race, national origin, gender, sexual orientation, disability, age, or other legally protected status. Oppositely – we believe that our diverse and inclusive culture helps us create an amazing atmosphere where everybody feels welcome.
Check who we are here: https://youtu.be/td-QGnNnvW0
Want to know even more about us? Take a look at our career page: https://workwithus.circlek.com/global/en/businesscentrewarsaw
Interested? We encourage you to apply.
We know great companies are built from within, by great people like you. Come grow with us! We’re looking forward to your application
We hereby inform that in the company Circle K Business Centre Poland sp. z o.o. with registered office in Warsaw an Internal Notification and Follow-up Actions Procedures applies.
The document describes rules for reporting violations of law by whistleblowers. Full content of the above-mentioned Procedure is available here: https://www.circlek.pl/o-nas/procedury-zgloszen