Providing outstanding customer service solutions in six countries

The challenge for our client, a multinational clothing-retail company:

“We are planning to outsource part of our customer service for the very first time and are looking for a reliable partner who can provide excellent customer service solutions in countries where we have a strong customer base”

  • invires icon cases servicesServices

  • Customer service

  • Online & Offline Shop Management

  • Complaint management

  • invires icon cases location clientLocation client:

    Sweden

  • invires icon cases location teamLocation team:

    Germany, Czechia and Hungary / Virtual and In-office

  • invires icon cases segmentsSegment:

    B2C

invires icon cases solutionOur solution

  • Flexible working hours which also include split shifts

  • Flexible recruiting with some of the home office specialists working from Portugal & Spain for the German Market

  • An efficient cross-location concept between the six countries

  • invires icon cases countriesCountries covered:

  • Germany, Czechia, Slovakia, Croatia, Hungary and Romania

  • invires icon cases skillsEmployee Skills:

  • High service level and outstanding engagement

  • Through telephone and e-mail channels, our customer service specialists ensure that all inquiries are promptly taken care of

  • invires icon cases KPIsKPIs

  • Average handling time 290 sec

  • CSAT > 82%

  • Service level 90% within 120 secs

  • First call resolution 85%

  • invires icon cases highlightsHighlights

  • A team of over 400 customer service specialists in Germany, Prague and Romania covering six European markets

  • Excellent client relationship

  • Flexible working hours which also includes split shifts

  • Successfully Coaching and training the new employees within two weeks

 

 

“Thanks to our passion for remote solutions, we stay flexible and can face any challenge from anywhere.“

Why Invires?

Get to know the innovative concept behind INVIRES.

Contact us

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INVIRES GmbH
Tullnaustraße 20
90402 Nuremberg

Phone | +49 911 9339 2060
E-mail |
Jobs |

Trade register | Local court Nuremberg HRB 34236
Managing Director | Thomas Soria-Galvarro

   

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