Fantastic Services is an international company, a multi-operational business, which presently operates in 3 countries, on three continents: the United Kingdom, Australia, and the USA, where we provide a wide range of services to homeowners and commercial clients. We work with over 400 successful franchise partners and 2000 experts, providing more than 30 professional home services. Our Fantastic Philosophy - 360 degrees circle of happiness, is based on the simple idea of delivering a great service experience for all customers and Fantastic crews involved.

We are seeking an experienced and customer-focused Senior Customer Service Representative to join our team in Veliko Tarnovo. This role is vital in delivering exceptional support and ensuring a seamless experience for our clients, as well as for our service providers.

Key Responsibilities:

• Provide outstanding support: consistently deliver exceptional, courteous, and professional customer service in English, addressing client inquiries and concerns with efficiency, precision, and a proactive approach;
• Handle Communication: Act as a vital link between domestic clients and service providers, ensuring seamless resolution of issues, including rescheduling services, modifying service structures or pricing, and effectively managing complaints to maintain high satisfaction levels;
• Problem Resolution: Address both straightforward and complex customer challenges with a strategic mindset, leveraging critical thinking to ensure resolutions align with a 5-star service standard;
• Customer Satisfaction: Exhibit a strong commitment to customer service excellence by taking full ownership of interactions, anticipating client needs, and delivering innovative solutions that enhance satisfaction;
• Manage Inquiries: Respond promptly and accurately to all customer and partner queries related to our services across multiple communication channels, including phone, email, and WhatsApp, ensuring every interaction reflects our high standards of service;
• Adherence to Metrics: Consistently achieve and surpass established benchmarks for response times, quality, and overall customer satisfaction, reinforcing our dedication to delivering unparalleled service experiences.

Qualifications:

• Proven experience in a similar customer service role or in the hospitality industry;
• Exceptional communication skills in English, both written and verbal;
• Strong problem-solving abilities and a proactive mindset;
• Proficiency in using user-friendly software to manage cases efficiently;
• A supportive attitude and dedication to providing excellent customer experiences.

What we offer:

• Additional health insurance;
• Embrace a supportive and collaborative workplace that genuinely appreciates your contributions;
• Engage in team-building activities and valuable social events;
• Contribute to meaningful projects that have a positive impact on the community;
• Participate in a workplace that fosters open communication channels and places a high value on employee feedback and active engagement;
• Access to a variety of professional development opportunities, including attending corporate training events, business simulations, conferences, and different mentorship initiatives;
• Opportunity to choose the most convenient learning events for yourself- such as personal consultation with a certified coach, psychologist, or other experts in the field of personal development;
• Food vouchers are available, as well as a Multisport card at an attractive rate;
• Take part in business trips to augment your professional growth;
• Enjoy a modern office atmosphere, featuring designated relaxation areas and recreational amenities;
• Celebrate your birthday with a half-day off.

This is an excellent opportunity to join a dedicated team and make a meaningful impact on our customer relationships. If you are a problem-solver with a strong commitment to service excellence, we’d love for you to apply!

If you are interested in this position, please send us your CV in English (PDF format).

All documents will be treated in the strictest confidentiality.