Head of Customer Service

3 days ago

Budapest, Budapest, Hungary FOXPOST PLC Full time 1,500,000 - 2,500,000 per year

As part of the Packeta Group, FoxPost is a partner in convenient and innovative parcel delivery — providing fast, easy, and sustainable services. We are one of the fastest-growing players in logistics and technology in Central and Eastern Europe. Our network of pick-up points and smart technologies connects thousands of e-shops and customers around the world. With millions of parcels delivered every year, we're changing the way people shop and send goods – simply, reliably, and with a focus on the future.

Join us and help transform the world of delivery – through communication, brand reputation building, and relationships with the media and the public.

Key Responsibilities

  • Develop and improve customer service, quality management, and claims handling policies and procedures in collaboration with professional departments
  • Direct, coordinate, and monitor the performance of the customer service, quality, and claims teams
  • Prepare weekly, monthly, and quarterly reports, statements, and analyses
  • Continuously improve processes to increase partner, customer, and recipient satisfaction
  • Manage compensation cases and contract-related conditions, support decision-making processes
  • Provide statistical and management data reports
  • Process information system data, report issues, and propose development initiatives
  • Support company management with decision-preparatory data and analyses
  • Mentor, motivate, and evaluate team performance; participate in disciplinary and HR processes
  • Actively participate in the selection and onboarding of new team members
  • Maintain effective communication with other departments, group companies, and authorities
  • Ensure efficient and compliant complaint-handling processes
  • Prepare and support technical and process improvement initiatives

Requirements

  • University degree (preferably in economics, commerce, or communications)
  • Minimum 5–8 years of professional experience in customer service
  • At least 3 years of leadership experience
  • Fluent English skills, both written and spoken
  • Strong Excel and reporting skills
  • Excellent communication, problem-solving, and decision-making abilities
  • Customer-oriented mindset with a focus on process improvement
  • Strong leadership qualities and a motivating personality

Advantages

  • Experience in small parcel logistics or e-commerce
  • Czech or Slovak language skills

What We Offer

  • Competitive compensation: Base salary + performance bonus
  • Cafeteria (after probation): HUF 30,000/month (OTP SZÉP Card)
  • Company car, mobile phone, laptop, and free parking at our headquarters
  • Annual executive health screening
  • AYCM membership option
  • Employee benefits: discounted parcel shipping, and partner discounts

Our Values

Impress the Customer –
The customer always comes first.

Get Things Done –
We act quickly, efficiently, and with results.

Be Radically Honest –
We communicate openly, fairly, and without sugarcoating.

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