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Customer Support Specialist, Ukraine

Location Kiev, Ukraine

MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of this position.


  • Excellent call handling or retail customer service skills
  • Excellent verbal and written communication skills
  • Strong interpersonal skills: active listening, conversation and networking
  • Customer oriented
  • Action oriented, able to work hard, under pressure and to handle stress
  • Good organizational and planning skills; able to handle a number of different tasks, prioritizing
  • Quick decision maker
  • Able to cope with changes, to interact without having the total picture, comfortably handle risk and uncertainty
  • Basic keyboard skills


  • General School Diploma
  • Further educational qualification
  • Multilingual, proficient in Ukrainian, Russian and English languages


  • 2-3 years of relevant experience
  • Proven experience of handling direct customer contact

Performance Standards and Expectations

  1. Handle effectively queries from Clients on all aspects of the business, rules and regulations of the Company.
  2. Liaise closely with other departments.
  3. Work when help is needed at Sales Events and Meetings, to support both Clients visiting the event and Corporate Staff running the event.
  4. Add value by supporting, recognizing and respecting Clients at all times in their aims & business efforts. Must at all times conduct yourself as an ambassador for company, its products and services.
  5. Provide first class customer service by dealing promptly and professionally in all telephone, written and face to face communication.
  6. Carry out translations, proof reading, reviews from the ethical point of view, carry on special projects accurately and within the given timeframe.
  7. Deal with the incoming Client correspondence/complaints in accordance to the set DEC/DR procedures. To handle DEC files as well as DR paperwork in accordance with the set procedures.
  8. Coordinate and monitor payments of Clients.
  9. Provide strong back up to Sales Order line.
  10. Provide management with precise statistics according to given parameters when required, with individual reports and plans in timely manner.
  11. To complete all clerical responsibilities associated with the above, including but not limited to letter correspondence, e-mail, telephone work, general filing and routine everyday database maintenance, computer work, archiving, conducted in a smart and accurate order.
  12. To communicate according the given scenario and upon the instructions from the Russia/European Head office, prepare documentation for the local authorities and legal advisors within DEC area.
  13. To be pro-active and dedicated to the teamwork, be flexible, pay attention to the team needs. To be focused on the help offering and initiative taking.