Customer Experience Manager

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JPK Trading Kft.
Munkavégzés helye

Hibrid • 1138 Budapest, Madarász Viktor utca 47-49.
Profession Prémium

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Responsibilities

Design and implement standardised customer service processes across CEE markets, covering inquiries, complaints, warranty cases, replacements, and escalations.
Define and monitor customer experience KPIs, including response times, resolution times, and customer satisfaction.
Identify recurring customer issues, investigate root causes, and drive process improvements.
Work closely with Brand Management and E-commerce teams to translate customer feedback into improvements in products, communication, and the overall customer journey.
Develop and maintain FAQs, knowledge bases, response templates, and post-purchase communication processes.
Coordinate and support regional customer service teams, ensuring consistent standards, onboarding, and knowledge sharing across markets.
Support complex or escalated customer cases and ensure lessons learned are incorporated into processes.
Manage weekly staffing and capacity planning to ensure adequate coverage across all markets.
Maintain warranty and complaint records, customer service reports, and operational documentation.
Coordinate with service partners and the logistics team on replacement and return processes.

Requirements

2–3 years of experience in customer service, customer experience, or e-commerce operations.
Strong organisational skills and the ability to design, document, and improve processes.
A structured, analytical, and solution-oriented mindset.
A proactive approach to identifying root causes and preventing recurring issues.
Confidence working with data, reports, and Excel.
Experience with ticketing systems and e-commerce platforms.
Fluent English and the ability to communicate effectively in an international environment.
Strong attention to detail and a customer-focused mindset.
The ability to collaborate across teams and drive improvements through to completion.

Nice-to-have

Previous experience in a coordinator, senior, or mentoring role.
Experience working in a multi-country or international environment.
Knowledge of Polish, Romanian, Czech, or Slovak.
Experience in consumer electronics or small domestic appliances.
Experience developing customer service processes or implementing customer experience improvements

What we offer

Why join us

We believe in combining high ownership with fast execution and low bureaucracy.
Fast-growing international environment
High level of autonomy and trust
Regional scope across multiple CEE markets
Fast decision-making and agile operations
Direct impact on operational performance and customer satisfaction
Opportunity to improve and shape processes as the company scales
Collaborative and supportive team culture

Company info

We’re looking for someone who gets things moving and keeps them moving.

Amaze is a fast-growing company building and scaling premium brands – Laifen, Tineco, Cosori and more – across the CEE region. Our team is young, agile and highly autonomous. We move fast, trust each other and take real ownership of what we do.

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