Head of Customer Services

Job offer

Head of Global Customer Services

Seeking a leader for Leo Express Customer Services in the Czech Republic, Slovakia, Poland, Germany and Ukraine across all networks and products. If you have a modern mindset, ability to work digitally and practical experience in applying artificial inteligence, excellent communication and management skills and don't let yourself be derailed, we may be looking for you!

What awaits you in this position?

• Managing a global customer services strategy across regions, markets and products.
• Managing customer service staff, on-board staff of our trains, ticket offices and call centre, in total over 150 employees
• Automatization and streamlining of touch-points with customers, introduction of new tools (e.g. self service vending machines, automatic customer communication).
• Defining customer service for different classes and tariffs.
• Ensuring safety on board our trains using AI cameras, body cams and other modern technologies.
• Analyze customer feedback to identify trends and areas for improvement.
• Working with cross-functional teams to develop strategies to improve customer service processes.
• Monitoring customer service performance using key performance indicators (KPIs) and provide actionable insights to improve efficiency.
• Performing root cause analysis of recurring customer issues and recommend solutions to reduce recurrence of issues.
• Assisting in the development of training materials and programs to improve team performance and customer interaction.
• Providing support for escalated customer inquiries, ensuring timely resolution and excellent service.
• Evaluating customer service tools, systems, and processes and, if necessary, recommend improvements or upgrades.
• Preparation of regular performance reviews and presentations to the company's management and stakeholders.
• Creation and updating of manuals.
• Team management and training of subordinate employees.
• Building a positive, customer-oriented corporate culture.
• Selection, deployment and management of tools such as CRM systems, helpdesk platforms.
• Implementation of crisis plans for teams in the event of service outages, changes, etc.

What do we expect from you?

• Experience in the field of customer service for at least 5 years.
• Completed university education.
• Ability to work with intelligent camera systems and experience in applying AI in customer service communications and services
• Pro-customer approach.
• Willingness to travel between our operations across Europe.
• English spoken and written, another language is an advantage.
• Native speaker CZ or SK.
• Analytical skills.
• IT literacy.
• Responsibility, independence, resistance to stressful situations.
• The ability to make decisions under pressure.
• We welcome a positive attitude towards rail transport.

What can we offer you?

• Place of performance: Bohumín, Prague, Bratislava.
• A varied and interesting job that will definitely not bore you.
• Space and tools to improve existing processes.
• Flexible working hours and the possibility to use occasional home office after training.
• An extra week of vacation.
• Language courses.
• Liability insurance.
• On-line health care.
• Annual review of benefits and wages.
• Credits for travel on our trains and buses.
• Contribution to supplementary pension insurance