Where exceptional talents scale what matters.
Swicon Minds is a curated community of 450+ senior top talents working on complex enterprise challenges, while operating within a stable, structured, and supportive ecosystem.
Bucharest, ROU
Hybrid
Medior
SwiconGroup has been a leading member of the IT arena for almost 15 years and has been present in Romania since our wide range of services and highly trained professionals give us the opportunity to shape our solutions to fully meet the ideas and wishes of our clients. We are proud to have leading banks, insurance, and telecommunication companies, as well as large FMCG corporations and SSCs, amongst our highly prestigious partners.
We are looking for a Customer Operations Specialist eager to join our dynamic team. If you are a proactive, results-oriented individual with excellent communication skills, this position might be a great fit for you.
Key Responsibilities:
1. Physical Claims backlog accountability
• Manages Customer / Partner Physical Claims backlog to ensure that appropriate actions are taken to accept or reject claims within agreed SLA and according to established processes.
• Reviews the tools & reports in use on a daily basis and takes actions to bring the delayed orders back in contractual SLAs
• Provide Physical Claims backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
• Manages all exceptions and special requests in the area of Take Back Operations, in due time and in alignment with agreed procedures / policies, as per the received requests.
• Ensures all Physical Claims are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice
• Ensures all Return avoidance checks are executed
2. Communication & E2E coordination
• CSR / Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the Physical Claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on Physical Claims status and actions taken to accept or reject claims within agreed SLA and according to established processes.
• Provides consultancy and guidance to Customer / Partner on Physical Claims activities (via phone/ email) and ensures Customer / Partner is aware of the Physical Claims policy. Delivers in time and accurate information, as per the agreed process / procedure and request received.
• Interfaces internally with Country / Market team(s), Customer Operations, Logistics, Sales Operations and SCOAH back-end team, in order to ensure the best way of delivering the tasks.
• Provides consultancy and guidance to the account team on Take Back Operations processes and policies
• Confirm claim is processed (where / when applicable, escalations, etc)
• Provide proactive status updates to Customer / Partner and internal stakeholders, especially on those claims at risk to miss the SLA
• Ensures all Customer/ Partner inquiries are acknowledged within 4 hours, including "status update or no-status-update"
• Supports the SCOAH team, finds solutions to queries and issues raised and provides coaching and training as needed
We are looking for a Customer Operations Specialist eager to join our dynamic team. If you are a proactive, results-oriented individual with excellent communication skills, this position might be a great fit for you.
Key Responsibilities:
1. Physical Claims backlog accountability
• Manages Customer / Partner Physical Claims backlog to ensure that appropriate actions are taken to accept or reject claims within agreed SLA and according to established processes.
• Reviews the tools & reports in use on a daily basis and takes actions to bring the delayed orders back in contractual SLAs
• Provide Physical Claims backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
• Manages all exceptions and special requests in the area of Take Back Operations, in due time and in alignment with agreed procedures / policies, as per the received requests.
• Ensures all Physical Claims are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice
• Ensures all Return avoidance checks are executed
2. Communication & E2E coordination
• CSR / Operations Specialist is the first & unique point of contact of the customer for all questions, information & requests regarding the Physical Claims – he/she drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on Physical Claims status and actions taken to accept or reject claims within agreed SLA and according to established processes.
• Provides consultancy and guidance to Customer / Partner on Physical Claims activities (via phone/ email) and ensures Customer / Partner is aware of the Physical Claims policy. Delivers in time and accurate information, as per the agreed process / procedure and request received.
• Interfaces internally with Country / Market team(s), Customer Operations, Logistics, Sales Operations and SCOAH back-end team, in order to ensure the best way of delivering the tasks.
• Provides consultancy and guidance to the account team on Take Back Operations processes and policies
• Confirm claim is processed (where / when applicable, escalations, etc)
• Provide proactive status updates to Customer / Partner and internal stakeholders, especially on those claims at risk to miss the SLA
• Ensures all Customer/ Partner inquiries are acknowledged within 4 hours, including "status update or no-status-update"
• Supports the SCOAH team, finds solutions to queries and issues raised and provides coaching and training as needed
Hybrid work - 2-3 days per week at the office (Pipera Metro Station)
Are you suitable for this positon? Click on the apply button and upload your CV!
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Real people. Real challenges. Real impact.
„The whole hiring process was a really positive experience for me. I was given the opportunity to move forward professionally and to test myself in a new, more senior role. I was trusted from the start, and I had all the support I needed to take the next step in my career with confidence. They connected me with the right technical contact, and every question I had was answered quickly and clearly, so I never felt left on my own. Communication was smooth, each step built on the one before, and the whole process moved surprisingly fast and without a hitch.”
K. R. – Solution Architect
“Looking back over more than 15 years, Swicon gets top marks from me: it has built itself into a fast-growing multinational, and all the while it has backed its people professionally across the board — it even supported my PMP certification with a proper training course.”
B. T. – Sr. Projectmanager
“I’ve been working with SWICON for almost a year and a half now, and it’s been a positive experience from start to finish. Both the hiring process and the admin side of things ran smoothly, and whenever I had a question, help came quickly. I particularly appreciate how kind and helpful my colleagues are, and the fact that the company genuinely invests in building a community — there are regular programmes and events.
I’ve grown a lot professionally in my time here, too. My tasks and my responsibilities have kept widening, I’ve been able to take on more complex challenges, and I’ve also had the chance to support and mentor others. On the IT side I’ve been given opportunities that made a real difference to where I am professionally, so on the whole I see SWICON as a supportive place that gives you genuine room to grow.”
M. L. – Software developer
successful transformation programs
business value created
secure transactions every month
years of enterprise expertise
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