Katowice, Śląskie, Poland
• Joined Apron as a Customer Service Representative, supporting users across core product areas. • Transitioned into a product-focused role, acting as a subject matter expert across key product areas. • Created and maintained external Help Center articles to reflect product updates and user needs. • Updated and owned internal knowledge documentation in Confluence to support the Customer Support team. • Prepared monthly product reports for Product Managers, including conversation volumes, complaints, CSAT, and key user questions. • Resolved and tracked product issues via Linear, collaborating closely with Product and Engineering teams. • Acted as a point of contact in consultation channels, supporting team members with Bill Pay–related queries and product understanding. • Relayed user feedback and support signals to product teams to support continuous improvement
-Managing subscriptions, payments, medical prescriptions. -Laising with other departments to ensure swift resolution of tasks and internal system issues and discrepancies -Actively working on backlogs through means of back office systems -Using customer relationship management -software (CRM) to manage customer interactions and track customer information, orders, and schedules. -Performing data entry tasks to accurately and efficiently enter and update customer information, orders, and schedules. -Collaborating with other team members to provide a seamless and efficient customer service experience.
-Resolving complex issues within the internal systems to assure smooth account operations -Managing a team of 12 in the absence of the Manager as a proxy -Conducting academies/training of new employees -Providing Quality Assurance feedbacks and 121s -Improving Ways of Working through Hub-Wide communication channels -Holding calibration sessions, discussing and improving bugs and errors and ways of resolutions -Managing escalated customer complaints on a Managerial level -Liasing with internal and external departments for quick fixes and customer resolution -Conducting academies, teaching and preparing new employees for the job ahead. -Recruiting new employees, conducting 3-stage interviews.
-Customer service, through effective inbound/outbound call handling and query resolution -Sharing knowledge and skills to handle customer queries and provide clear explanations and solutions -Responsible for consistently meeting or exceeding personal quality and service targets and KPIs -Managing complex complaints -Liaising with internal stakeholders to ensure quick resolutions -Communicating with internal departments, confirming processes regarding account issues, payments, refunds. -Checking and managing invoices on a daily basis
-Acquiring new customers -Consultation and deal presentation (legal documentation revolving insurance money) -Indexing and processing documents
-Establishing operation strategy in a team for improving sales -Preparing data and information for making regular report data analysis -Query resolution -Accepting and requesting orders regarding outgoing and incoming goods as well as shipment navigation -Creating reports concerning quality and quantity of commodity -Customer service (B2C) – direct, by phone or email -Processing orders into the system