Swiss Re Business Services (Slovakia) s.r.o.

Internal Service Desk Agent (-=KONTAKT=-%)

Place of work
Mlynské nivy 12, Bratislava
Contract type
Wage (gross)
From 1 200 EUR/monthMinimum base salary for this job from 1200EUR gross/month/full time. Our offer to you may be higher based on your skills and experience and will include additional rewards and benefits. *

Information about the position

Job description, responsibilities and duties

ContactOne is the Service Desk of Swiss Re providing support to internal and external customers for all operational services (e.g. IT, HR, Logistics, Legal, Communications, Sourcing and Corporate Real Estate services).

Our team based in Bratislava, consists of 10+ agents and a Line Manager with additional teams based in Folkestone, Armonk and Hong Kong. Our Bratislava team is operating in EMEA shifts.

About the Role

Key responsibilities:
- Provide professional customer support as a 1st contact support for any inquiries received via the ContactOne channels
- Provide exemplary customer handling skills for maintaining high quality customer experience
- Log all inquiries into the Service Now ticketing tool accurately with comprehensive work notes and customer communication details. Adhere to Service Desk ticket handling processes and procedures.
- Responsible for tickets triage to the appropriate expert owner group.
- Provide feedback and proactively raise areas of improvement in fields of customer service, process, and tools
- Ensure availability is given for all operational hours (can include public holidays and weekends) and adhere to performance guidelines as required by Service Desk management to maintain operational efficiency of the ContactOne Service Desk.
- Ensure adherence to all Service Management processes, coordinating activities between multiple support groups to achieve agreed SLA's and OLA's.
- Participate in implementation of new services and releases for the ContactOne Service Desk readiness
- Adherence to Swiss Re policy and procedures around confidential, personal and sensitive data.

Information about the selection process

*We are required by law to disclose basic wage component (minimum salary) for the advertised positions. We carefully consider your professional competencies, qualifications and experience in our compensation package and/or when offering you other positions. Our compensation philosophy is to pay fairly, also considering market situation and the value employees may bring to Swiss Re.

We are an equal opportunity employer, and we value diversity at our company. Our aim is to live visible and invisible diversity - diversity of age, race, ethnicity, nationality, gender, gender identity, sexual orientation, religious beliefs, physical abilities, personalities and experiences - at all levels and in all functions and regions. We also collaborate in a flexible working environment, providing you with a compelling degree of autonomy to decide how, when and where to carry out your tasks.

We provide feedback to all candidates via email. If you have not heard back from us, please check your spam folder

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

- Proven work experience in a respective Support Desk environment (e.g. IT Service Desk , HR Service Desk, Logistics Service Desk, Corporate Real Estate Services, Customer Care Center, Contact Centre)
- An IT environment and/or IT Service Desk experience is a strong plus
- Experience with internal applications, tools and processes in their respective area is an advantage.
- Fluent in English - speaking and writing; German, French, Spanish is a strong plus
- Excellent customer focused attitude, ability to build customer relationships and communicate effectively is a must!
- Understanding of confidential and professional handling of sensitive customer queries
- You are flexible and responsive with the capability to prioritize tasks and work under pressure
- Ability to apply negotiation and conflict resolution skill to difficult customer calls
- Most importantly, we are looking for an open-minded, flexible and team oriented personality.

Does this description sound exciting? Well, do not forget to press the application button and send us your CV!


Brief description of the company

As the world's leading and most diversified global reinsurer, we offer as our core business financial services products that enable risk taking essential to enterprise and progress. Our company was founded in Zurich, Switzerland in 1863, and operates in more than 25 countries and provides its expertise and services to clients throughout the world. We combine financial strengths with experience, knowledge and creative thought to explore new opportunities in the interests of our clients, staff and shareholders.

Number of employees

1700 and more employees

Company address

Swiss Re Management AG
Mlynske nivy 12
821 08 Bratislava
Learn more about working in Swiss Re Slovakia.


Kontaktná osoba: Peter Hrivnak

Počet videní: 2
Ponúkaná mzda: 1200 EUR
Inzerent:Swiss Re Business Services (Slovakia) s.r.o. [ ]
Zverejnené dňa:2021-04-15 (21 dní)
Zverejnené pre lokality:Slovensko Bratislavský kraj Bratislava
Pracovná ponuka nájdená za 0 milisekúnd.