Krasimir Ivanov

I. Main job responsibilities

1. Handle customers’ open issues and requests.

2. Receive, reproduce and follow up customers’ issues and provide information via emails and Zendesk ticketing system.

3. Moderate understanding of the basic aspects of the job. Applies acquired skills and procedures to complete a wide range of tasks.

4. Familiar with the DK Leadership behaviors and finds opportunities to embody them when approaching how to perform own work and interact with others.

5.Completes routine tasks independently, but relies on managers to assign and manage work.

II. Other responsibilities

1. Provides support to DK customers via various communication channels (Slack, Service Now).

2. Provides prompt resolution to customer inquiries by providing appropriate and accurate information.

3. Escalates customer complaints through the appropriate internal channels.

4. Follow up in a timely manner to ensure customer satisfaction.

5. Understands all programs, systems, and procedures necessary to perform a job effectively.

6. Provides feedback to management concerning possible problems or areas of improvement.

7. Performs other tasks related to the job assigned by the direct manager

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Collaborated with sales team to identify potential upsell opportunities and expand client base.
• Established clear communication channels between clients and internal teams, ensuring seamless project execution.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Enhanced team performance with regular training sessions on product knowledge and customer service excellence.
• Maintained current knowledge of evolving changes in marketplace.