Job Title: Senior Customer Service Representative (CSR)
Location: Belgrade, Serbia (in office)
Hours: 7am – 4pm CST / 2pm – 11pm CET
Reports To: Customer Solutions Director
Please apply only if you have experience working in the same or similar position.
Also, submission of CV in English is mandatory.
Position Overview
The Senior Customer Service Representative (CSR) is a key member of the support team, responsible for managing complex inquiries, resolving escalations, and ensuring a high level of customer satisfaction. In addition to providing top-tier service, this role mentors junior team members, identifies process improvement opportunities, and acts as a liaison between customers and internal departments. The Senior Customer Account Representative collaborates closely with the sales team to identify and capitalize on sales opportunities by leveraging their strong understanding of the market landscape. This role works closely with the order management teams to identify and implement supply chain solutions.
The ideal candidate is experienced, empathetic, and solutions-oriented, with a strong understanding of customer service best practices.
Key Responsibilities
Customer Interaction & Resolution
- Respond to customer inquiries via phone, email, chat, or ticketing systems in a timely and professional manner
- Handle complex or escalated cases with diplomacy and efficiency
- Provide accurate information about products, services, policies, and procedures
- Maintain a positive customer experience by finding customized solutions to meet unique needs throughout the order lifecycle. Successfully manage the quotation and order entry process, as well as address obstacles during and after shipment.
- Develop and maintain effective relationships with our customers; be the primary customer contact point for all order related inquiries and requests
- Research customer complaints, settle customer disputes and process corrective actions
Process Improvement & Documentation
- Identify recurring issues and suggest process or knowledge base improvements
- Create or maintain internal guides, FAQs, and SOPs for use by the team
- Provide feedback to leadership on customer trends, product issues, or service gaps
- Utilize multiple systems and tools to consolidate information and provide regular, proactive, order status updates to customers
Team Collaboration & Mentoring
- Support onboarding and training of junior customer service representatives
- Partner with planning and scheduling, logistics, sales and marketing, and finance departments to manage all day-to-day customer-facing activities and issue resolution
- Act as a role model in quality, tone, and professionalism
- Share best practices and participate in peer-to-peer coaching initiatives
- Develop and maintain effective relationships within the customer service team and back-up teammates when needed
- Collaborate with Sales Directors on strategies to attain sales goals
Service Monitoring & KPI Adherence
- Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores
- Log all interactions accurately and follow data protection and confidentiality guidelines
- Assist with audits or quality reviews as needed
Qualifications & Requirements
Language: Fluent in English – level B2 or better
Education: High school diploma required; Bachelor’s degree preferred (Business, Communications, or related fields)
Experience:
- 3–5+ years in a customer service
Technical Skills:
- Proficient in Microsoft Office, CRM platforms, and customer support tools
- Familiarity with help desk or case management software
- Familiarity with SAP is a Plus
Soft Skills:
- Strong communication and active listening
- High emotional intelligence and conflict resolution skills
- Patience, empathy, and a customer-first mindset
- Ability to multitask and remain calm under pressure
- Proven ability to work in a fast-paced team environment with changing business needs
- An ability to work independently and resolve issues with minimal guidance
Success Profile
A successful Senior Customer Service Representative is dependable, proactive, and deeply committed to customer satisfaction. They take ownership of issues, provide guidance to peers, and represent the company with professionalism and warmth. Through deep product knowledge and a solution-focused approach, they help elevate the entire support experience for both customers and colleagues.
- Prima od koordinatora programa sinopsis dnevnog programa
- Vodi emitovanje programa po utvrđenoj dnevnoj šemi
- Po potrebi kontaktira sa urednicima i glavnim producentom ili producentima programa
- Proverava pre početka programa spremnost tehničkih punktova, reaguje u slučaju prekida programa, smetnji i dr.
- Obezbeđuje kontinuitet programa i adekvatne prelaze sa jedne na drugu emisiju
- Popunjava sve neplanirane praznine rezervnim emisijama, intermecima, i dr.
Fabher LLC
Company Overview At Fabher, our goal is simple: help manufacturing and logistics companies across the U.S. work smarter. But behind that goal, we’re a team of real people who believe in solving problems, supporting each other, and having fun along the way. If you’re looking for a place where you can challenge yourself, share new ideas, and see the impact of your work firsthand, Fabher might just be your new home. What We’re About Collaboration First: Every voice counts. Whether you’re a seasoned…