Nabídka práce: Zákaznická podpora a specialista/ka reklamací

What and who is GourmetKava.cz?

We specialize in selling freshly roasted coffee and accessories for its preparation. We have been in business for 10 years and in that time we have grown from a small coffee e-store to one of the largest sellers of coffee and related accessories. We currently run our own shop in Prague, Vinohrady (where you will work), a depot in Karlín, e-shops in the Czech Republic and Slovakia, Hungary and Romania. We are a shop where a coffee geek who likes fruitier coffee, but also his grandmother who can't stand acidity in coffee, will shop :-)

What will be your job?

• handling customer queries via email and phone such as order cancellations and other changes
• handling complaints with both customer and supplier (also in English) (in Retino)
• collaboration with warehouse on handling returns within 14 days (in Retino)
• communication across the entire team- claim is closed colleague refunds or warehouse sends new item
• creating new products on our website, this is where we teach you how to work with AI ;-)
• smaller daily agenda like managing wholesale orders (e.g. that foreign ones have the correct tax number etc.), overpayments/underpayments, coffee subscriptions (special order type) etc.
• timely customer handling in store when a colleague is on lunch break 2-3 times a week max 30min

What do we expect from you?

• Be able to communicate empathetically with others in the company and customers. Try to understand what they need. Our customers are coffee-cool compared to other industries, but of course they're only human. And similarly, there are all sorts of tangled cases within the company where someone has gotten something wrong. We try, but still the purpose is mostly to work together rather than to hate someone for messing something up.
  
• A sense of diligence and a sense of organization, complaints with suppliers can drag on and there is no need to forget about the goods somewhere in the middle of the process.
• Ability to work independently, learn and problem solve. It's not about having the answer to everything, but being able to find it quickly and deal with it so that the customer is happy.
• An interest in coffee, ideally choice and a basic knowledge of how to prepare it. This will be very useful for you, however, you will definitely learn how to do it.
• Good knowledge of the Czech language, but also the ability to communicate in English in the sense of knowing what the supplier is writing to you and what to write back to him. You won't need the time beforehand :-)
• Positive attitude and willingness to work we take as a base. If communicating with people overwhelms you and sitting in front of a computer is annoying, this may not be the right place for you :-)
• Knowledge of Retino complaints may be an advantage.
• High school education.

What do we offer in return

• Work in a friendly small team of young people, don't expect a "corporate" atmosphere.
• Ability to influence company processes, is something being done over and over again and could it be done more simply? Come on, let's try to look into it ;-)
• Working in a stable company that thrives and grows even during a coronation or war.
• Working on a permanent basis with a starting salary of 36,000 - 39,000 Kč gross for a full-time position.
• + 2 794Kč per month in addition to salary food allowance to salary
• 4 weeks holiday, + an extra day every six months up to 3 years, after which you will have 5 weeks holiday
• 3 sickdays/year
• 2,000 Kč/year to spend on training, books, glasses, vitamins etc.
• Regular financial bonuses - the company will share your successes with you.
• Flexible working hours ideally from 9:30am to 6pm, no weekends,
• An opportunity to learn a lot about coffee and try a variety of preparations and product that even just any coffee shop doesn't have.
• Excellent accessibility, work in the center of Prague, in a pleasant location in Vinohrady.
• Unlimited sources of fresh coffee to work with and wholesale pricing on all our products. Regular company dinners etc.

Are you interested?

Super! Email us at [email protected] with a few sentences about why you want to work for us and attach your resume with a current photo and your date of birth.Hire from 5 June 2023.