Back-office Customer Care & QA Expert (m/f/d)
City: Sofia
Department: Customer Service
Recruiter: Marin Ivanov
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
This is not your average contact center role. As a Back-office Customer Care & QA Expert (m/f/d), you will be acting as an extension of the headquarters and help us shape our team, drive the company to the next level, and have the most direct influence on our success.
About the Role
- Provide real-time Expert Helpdesk support by advising our outsourced customer service teams or handling more complex customer requests, reinsuring adherence to quality and operational standards for all customer inquiries (via e-mail )
- Assist our customers by acting as an interface between external customer service teams and internal teams, including Customer Service Management, Quality Management, Traffic Control, Finance, Legal, and more
- Own dedicated and outbound support via email in emergency situations, as well as the full cycle of emergency after-care claims handling
- Take decisive action and providing our customer service team with guidance on claims settlement where documented processes are not applicable with Customer Satisfaction as your main goal
- Continuously contribute to the process changes and optimization to better serve our customers or regional organizations
- Support the Quality Assurance Specialists by quality monitoring
About You
- Firsthand experience in customer care
- Proficiency in German and English
- Ability to put the customer first in everything you do
- Highly motivated, proactive, team goals-oriented and able to prioritize
- Outside the box thinking and always look for opportunities to improve and optimize processes autonomously and involving others
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
