Oferta pracy

Customer Care Tool Admin

zooplus Polska Sp. z o.o.About the company

  • Kraków

    Kraków, Lesser Poland
  • Offer expired a month ago
  • Remote recruitment
  • contract of employment
  • full-time
  • specialist (Mid / Regular)

Technologies we use


  • CRM

About the project

The Customer Care Team is looking for a Customer Care Tool Admin.

The position will be based in Kraków, Poland.

The team’s mission and your task are to ensure the highest customer satisfaction where we wow pets & pet parents every single day. We define service levels and guidance for our service partners.

The main objective of this role is to drive the implementation of the CRM (i.e., FreshWorks) and the adjunct processes for the development of the future Customer Care service centrally Therefore, this role is pivotal for a highly efficient Customer Care service for customers and agents in all locales.

Are you data-driven and do you want to deliver the best service possible? Do you tend to question the status quo and reimagine how things can be done smarter? Do you insist on the highest standards and do you not settle for mediocre?

Then reach out to us!

Your responsibilities

  • Taking ownership for the effective service performance of our Customer Care tools (i.e., our CRM system Freshworks) – from gathering and analyzing business processes to providing daily support to users

  • Acting as an expert on the platform, providing continuous support on the training of internal users during and after the implementation process

  • Ensure process improvement and integration for new features and releases

  • Defining and managing access rights, ensuring that accesses are properly assigned

  • Ensure proper communication, collaboration, and alignment with internal and external stakeholders & vendors in relation to our Customer Care tools

  • Support the improvement on the Customer Care CRM setup

  • Together with your manager, drive the Customer Care CRM strategy development process, alignment and prioritization

Our requirements

  • University degree

  • Professional experience on Freshworks, Zendesk, or similar CRM tools, e.g. system administration, setup, design, programming, must have is a Freshdesk or Zendesk Admin certification.

  • Good understanding of IT Setup, Processes, Programming, Databases, Analytics, Reporting

  • Excellent multitasking skills in a technical environment and ability to manage various projects simultaneously

  • A strong customer-first mentality paired with exceptional analytical and problem-solving skills

  • Entrepreneurial attitude, self-starter, understanding of business processes, experience in e-commerce as well as on working in international and/or remote teams

  • Outstanding team player with the ability to communicate, work with, and motivate people on different levels, expertise, and locations

  • Customer Care experience in an international environment is a plus

  • Exemplary verbal and written communication skills in English

What we offer

  • Chance to become a part of dynamically growing international company

  • Training opportunities and professional development

  • Motivated multi-cultural teams and enjoyable work atmosphere

  • English and German language courses on company premises

  • Central office location

  • Full time employment contract

  • And… 4 extra days off 😊

  • Benefits

  • private medical care

  • flexible working time

  • corporate products and services at discounted prices

  • integration events

  • no dress code

  • coffee / tea

  • parking space for employees

  • employee referral program

  • extra leave

  • sports card

zooplus Polska Sp. z o.o.

Number 1 in Europe!

zooplus is currently the largest online pet store in Europe, which was founded in 1999 in Germany. The company operates in 30 European markets, generating net sales of almost EUR 1.8 billion in 2020. zooplus is listed on the Frankfurt Stock Exchange and is part of the SDAX stock exchange index of 70 small and medium-sized companies in Germany. Successes are also achieved in Poland, where the online store is one of the largest specialist e-stores with an estimated net sales of over PLN 700 million in 2020. The zooplus office in Krakow currently employs over 130 people, more than half of which are IT specialists . The zooplus development support center for the CEE markets is also located here as well as specialists from various business departments working for the development of the entire zooplus group.

Our employees are the key to our success!

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At zooplus you are warmly welcome for who you are, no matter where you come from. We are a diverse and multicultural company with more than 50 nationalities. Join us and drive our success with your personal experience, your passion, your entrepreneurial thinking and your will to take over real ownership.