Customer Service Specialist On-site (English, French) - Prishtina

PECB is looking for Customer Service Specialist On-site (English, French)
 
Location: Pristina, Kosova (Relocation required with 2 weeks accommodation provided)
Overview
PECB is looking for a Customer Service Specialist for our global team. If you are a passionate individual with the desire to participate in the growth of one of the biggest organizations in the certification industry, we have an opportunity for you.
What are some benefits of working at PECB?

• Four-day workweek
• Free career and Personal Development Training
• Hands-on, project-based experiences
• Collaborative diverse, and friendly team
• Health insurance, free mental health services
• Paid leaves (including a collective winter break)
• Exciting social events, pleasant work

About
At PECB, we innovate in training and certification to provide better education globally. As a top international certification body in over 150 countries, we are dynamic, multicultural, and always ready to grow.
Job Purpose
The candidate should be willing to move to Kosova and work from our PECB's main office in Prishtina where he/she will support PECB Clients in the global scale. PECB is a customer-centric organization considering its customers as its greatest source of learning. The purpose of the position will be to promote and improve our customer service values by offering high-quality service before, during, and after customers complete their transactions.
Typical Duties and Responsibilities:

• Resolve customer service inquiries and build relationships with customers.
• Monitor the PECB Ticketing System and follow procedures.
• Collaborate with CSSs and PECB staff for optimal customer solutions.
• Manage incoming calls, emails, chats, and IVR systems.
• Assist customers in understanding and maximizing our digital services.
• Provide high-quality service to improve the Net Promoter Score.
• Handle support cases with professionalism and empathy.
• Rotate shifts and work during public holidays.
• Complete administrative tasks related to online exams.
• Stay updated on digital system and process changes.
• Inform colleagues and management of potential customer issues.
• Develop policies, procedures, forms, and customer service strategies.
• Draft support scripts, FAQs, manuals, and update the Help Center.
• Identify improvement areas and communicate customer call trends.
• Perform other related duties as assigned.

 
Job Type: Full-time, four days a week | Location: Willingness to relocate to Pristina, Kosova |Language: English, French, and Arabic (is desirable). | PECB will assist with accommodation for 2 weeks and pay for all the work permit procedures.
Resumes sent via other means will not be considered. Please ensure resumes are in English.
Please submit your application through the following website link Become part of PECB | PECB
In PECB, it is very important that new employees are able to adapt to our corporate culture. To see how well your personality fits our company's values and environment, please read our brochure regarding PECB's corporate culture here: https://pecb.com/pdf/brochures/pecb-creed.pdf
French
Job Title:
PECB is looking for an on-site Customer Service Specialist (French, English)
Lieu : Pristina, Kosovo (Logement assuré pour 2 semaines, avec nécessité de trouver un logement par la suite)
Glimpse
is looking for a Customer Service Specialist for our global team. If you are a passionate individual who is eager to participate in the growth of one of the largest organizations in the certification industry, we have an opportunity for you.
What are the benefits of working at PECB?
• Four-day work week
• Free training for professional and personal development
• Hands-on experiences and challenging projects
• Collaborative, inclusive and friendly team
• Health insurance, free mental health services
• Paid time off (including a collective winter break)
• Exciting social events, pleasant work environment
About PECB
is a global leader in training and certification, offering high-quality educational solutions on an international scale. With a presence in more than 150 countries, we are a dynamic, multicultural and ever-growing organization.
Purpose of the position
The successful candidate will be expected to relocate to Kosovo and work from our headquarters in Pristina, where he/she will support our clients globally. As a customer-centric organization, PECB sees its customers as its primary source of learning. The goal of this position is to promote and reinforce our customer service values by providing high-quality support before, during, and after customer interactions.
Tâches et responsabilités:
• Résoudre les demandes des clients et établir des relations solides avec eux.
• Surveiller le système de ticketing de PECB et suivre les procédures.
• Collaborer avec les équipes de support client et le personnel de PECB pour trouver des solutions optimales.
• Gérer les appels entrants, les e-mails, les chats et les systèmes IVR.
• Aider les clients à comprendre et à optimiser nos services numériques.
• Fournir un service de haute qualité pour améliorer le Net Promoter Score.
• Gérer les cas avec professionnalisme et empathie.
• Effectuer des rotations de travail et travailler pendant les jours fériés si nécessaire.
• Effectuer des tâches administratives liées aux examens en ligne.
• Se tenir informé des changements de systèmes numériques et de processus.
• Informer les collègues et la direction des problèmes potentiels des clients.
• Développer des politiques, procédures, formulaires et stratégies de service client.
• Élaborer des scripts de support, FAQ, manuels et mettre à jour le Centre d’aide.
• Identifier les domaines d’amélioration et communiquer les tendances des appels clients.
• Effectuer d'autres tâches connexes assignées.
Type de poste : Temps plein, quatre jours par semaine | Lieu de travail : Prêt à s'installer à Pristina, Kosova | Langue : anglais et français ; et langue arabe souhaitable | PECB vous aidera à trouver un logement pour une durée de 2 semaines et prendra en charge toutes les procédures de permis de travail.
Les CV envoyés par d'autres moyens ne seront pas pris en compte. Veuillez vous assurer que les CV sont en anglais.
Veuillez soumettre votre candidature via le lien suivant : Devenez membre de PECB.
Chez PECB, il est très important que les nouveaux employés puissent s’adapter à notre culture d’entreprise. Pour voir à quel point votre personnalité correspond aux valeurs et à l’environnement de notre entreprise, veuillez lire notre brochure sur la culture d’entreprise de PECB ici : https://pecb.com/pdf/brochures/pecb-creed.pdf