Budapest, Budapest, Hungary
Born in Hungary and raised in the Netherlands, with my secondary education completed in the United Kingdom, I’ve developed a naturally multicultural outlook. I’m bilingual in Hungarian and English, and also speak French and German at a high level. I currently manage a Customer Care team in the automotive IT sector, supporting both B2C and B2B customers. I’m passionate about helping people, solving problems, and building a team culture that delivers smooth, positive customer experiences—especially in complex or technical environments.
- Providing technical assistance to partner companies' support teams using various platforms (OTRS, Jira Service Desk), keeping to the required SLA 98% of the time. - Handling escalations from our own L1 agents using various platforms (OTRS, Salesforce Service Cloud). - Managing online customer payments using various payment provider's merchant interfaces (Worldpay, Ingenico, PayPal). - Keeping and documenting up-to-date information on all assigned projects, maintaining self-help guides and knowledge base articles designed for both internal and public use. - Escalating complex issues and incidents internally for analysis to higher technical levels. - Communicating regularly with internal and external stakeholders, providing training and documentation on various systems to partners upon request. - Conducting Quality Assurance on Level 1 customer care agents. - Training and mentoring new colleagues, and assisting new team members. - Checking and correcting existing translations, or providing ad-hoc translations in English, French and German.
- Handling customer inquiries from a customer base of over 5 million in English, French and German. - Escalating issue types requiring approval to a supervisory team. - Escalating complex technical issues for analysis to various technical teams. - Training and mentoring new team members.
- Proofreading and correcting translated documents and confidential texts in English, editing them to ensure they reflect the original format. - Independently collecting media articles and audio recordings from English, French and German-speaking territories and providing weekly summaries translated into Hungarian. - Translating specialised texts from Hungarian to English, researching technical terms to ensure accuracy and coherence.
- Proofreading and correcting translated documents and texts in English, editing them to ensure they reflected the original format. - Translating specialised texts from Hungarian to English, researching technical terms to ensure accuracy and coherence. - Translating media articles into Hungarian from English, French and German.