Customer Service Consultant (Microsoft Dynamics 365)

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.

• Bachelor’s or master’s degree in Computer Science, Engineering, IT, or a related field.
• 2-5 years of professional experience in Customer Service, CRM, Contact Center, IT Support, or a related field.
• Strong communication and problem-solving skills.
• Customer-focused mindset with a passion for helping users.
• Ability to work independently and as part of a team.
• Structured and solution-oriented way of working.
• Very good English and Polish skills.
• Availability to work in a hybrid mode with at least 1 visit to the office per month.

Nice to have:

• Experience with Microsoft Dynamics 365 Customer Service or Contact Center.
• Experience working in a customer support or service desk environment.
• Knowledge of customer service processes and best practices.
• Familiarity with ticketing systems, CRM platforms, or omnichannel customer engagement solutions.
• Microsoft certifications.

• Support customers using Microsoft Dynamics 365 Customer Service and Contact Center.
• Analyze, troubleshoot, and resolve functional issues.
• Work closely with consultants, developers, and customer stakeholders.
• Configure and maintain customer service processes within Dynamics 365.
• Assist with incident management, service requests, and user support.
• Support testing activities and solution rollouts.
• Create and maintain documentation and knowledge articles.
• Contribute to the continuous improvement of support services.
• Help build and shape a growing Customer Support Team.