Company Overview:

With a mission to make the world a safer place, BVP Serbia pioneered Remote Facility Supervision in 2011. Today, we serve some of the world’s largest corporations, providing mission-critical security, safety, and operational support 24/7/365. BVP Serbia employs over 400 professionally trained teammates and plans to continue to grow at over 30% each year.

BVP’s well-integrated technology solution allows for seamless integration and collaboration between North American and Serbian teammates. Our strong belief is that any work function that can be digitized, can, and eventually will be operated remotely. BVP, an essential service, is proudly serving other essential services making it recession proof and stable during all economic cycles. 

BVP Serbia is headquartered in Belgrade. To learn more about our culture, kindly visit our website www.bvpserbia.com as well as our LinkedIn, Instagram, Facebook pages.

About the Opportunity:

If you are looking for a permanent long-term placement where you will have an opportunity to always see what the world will look like 10 years ahead, join our team today. Taking part in one of the fastest-growing technology companies will enable you to work with a team that values harmony and collaboration. We are looking for positive individuals that can thrive in a fast-paced environment. Our diverse customer base spans multiple industries and will provide you with an opportunity to gain a wide range of experiences.

Responsibilities:

• Building and maintaining long-lasting relationships with customers
• Creating effective customer service procedures, policies, and standards
• Resolving customer complaints quickly and efficiently
• Tracking customer complaints and creating long-term solutions and improvement strategies
• Developing customer satisfaction goals and coordinate with the team to meet them on a
  steady basis
• Improve customer service quality results by studying, evaluating, and re-designing processes
  and establishing and communicating service metrics and monitoring, and analyzing results
• Maintaining accurate records and document all customer service activities and discussions
• Assessing service statistics and preparing detailed reports on your findings
• Communicating job expectations on a regular basis, through meetings and coaching sessions
• Ensuring consistency and quality of service provided by all levels of service
• Attending internal and external meetings to plan, organize and execute tasks to customer’s
  satisfaction and team effectiveness
• Understanding customer individual needs and addressing concerns promptly
• Collaborate with internal teams (e.g. station OPS, techs, SM) to address customers’ needs
• Conducting monthly reviews with customers
• Approaching potential customers to establish relationships
• Keeping CRM organized and up to date
• Controlling resources and utilizing resources to achieve qualitative and quantitative targets
• Taking ownership of customers issues and following problems through to resolution
• Promoting and maintaining a positive company image in all interactions with customers and
  their associates
• Providing a productive and motivating working environment, and addressing any
  issues/disputes from customers and team
• Updating job knowledge by participating in educational opportunities, maintaining personal
  relationships, and participating in professional development courses/webinars, and staying informed on the latest industry techniques and methods

Skills and Qualifications:

• Integrity, Commitment, Adaptation, Respect, Excellence
• Problem-solving and customer service skills
• Excellent verbal and written English communication skills
• Strong decision-making and process improvement skills
• Ability to manage processes, staffing and planning, analyze information and develop standards
• Help desk experience and business management
• Great efficiency, organizational and administration skills
• Patience and the ability to remain calm in stressful situations
• Ability to accept feedback and work well under pressure
• Being thorough and paying attention to details
• Possessing high Emotional intelligence, in terms of good social skills, self-awareness and self-regulation
• Ability to adapt to customers business hours

Application Requirements:

• 3+ years of experience in a customer service industry
• High level of English proficiency (C2)
• Experience with CRM platforms
• Experience in Sales will be considered an advantage

Employee Compensation Package & Perks:

• Opportunity to be part of a team of ambitious, talented people with diverse backgrounds and style
• We are all striving to continuously learn and improve
• Opportunity to be creative and innovative, we love new ideas
• Company organized events (football, carting, parties, company hangouts, etc.)
• Annual Performance Reviews
• Bonuses for employees with children
• Dynamic and modern office space including a spacious lounge where employees can relax and enjoy
• Video games, pool, darts and foosball

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