BlueLink International CZ
BlueLink International CZ is one of the 4 expertise centres of the BlueLink Group which is located in Prague, in the heart of Central Europe.
The centre which was established in 2003 under the name of Team Trackers, a joint venture between Europ Assistance and BlueLink, specialises in claims management, notably baggage services on behalf of major airlines.
Team Trackers has been solely owned by the BlueLink Group since 2007 and was rebranded as BlueLink International CZ in 2010.
The centre has grown significantly over the past 10 years: the workforce comes close to 400 employees (up from 40 initially) and the activity portfolio has expanded to other sectors of customer relationship management.
Our offices in Prague are situated in an attractive location in the historic city centre of the Czech capital. Our advisors work in a friendly and multicultural environment.
We offer a 24/7 service, in 21 languages, mostly covered by native speakers: Brazilian, Bulgarian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hungarian, Italian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Spanish and Swedish.
Our mission is to create a strong partnership with our clients by providing them with tailor-made, optimised solutions with a commitment to results.
Specialising in customer relationship management, namely in commercial and baggage claims services, our experts also handle loyalty programmes and reservations services for a number of major European players in both the airline industry and the travel sector.
Our advisors take a very special care of each customer, in order for them to experience a seamless and personalised experience, whatever the communication channels (telephone, e-mails, chat, click-to-call, social network, etc.)
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The Prague expertise centre is mainly based on:
- Baggage claim handling,
- Offering information and advice to passengers
- Data processing and cooperation with local stations
- Providing passengers with information on compensation
- Web support for sales and reservations processes
- Management of reservation queries and all other services linked to booking (modification, cancellation, etc.)
- Processing of requests regarding loyalty programmes
- Processing of compensations to clientsfor all types of incident in line with the partner’s processes and procedures (baggage claims, delayed and cancelled flights, refunds, etc.)
B2B services support activities (in the hospitality, leisure and tourism sectors):
- Help-desk for our partners’ collaborators (e.g.: provision of technical information about internal technologies - reservation tools - and loyalty programmes, as well as processing related services.
Development of innovative technological solutions, in keeping with new trends in customer relationship market.
Simona Benešová, Site Manager
Before joining the BlueLink Group in 2005, Simona Benešová held responsible marketing, management and CRM positions in the engineering, telecoms and consumer goods industries. She has a Master’s degree in Process Management and Information Systems and a university diploma in Organisational Psychology and Management.
Simona Benešová has presided at the “Czech Call Centre Forum” since 2003. The CCC Forum brings together Czech leaders in customer relationship management and is an associate member of the European CC community (ECCCO).
Lenka Obodová, Head of Finance and HR
After obtaining a Master’s degree at the University of Economics in Prague, Lenka Obodová held various positions with the Swiss company, Nestlé. Nine years later, she joined Citibank and then American Express as Development Manager for Central and Eastern Europe. Since 2005, Lenka Obodová has been leading the Finance Department for the BlueLink centre in Prague and has also been managing the Human Resources team since 2013.
Martin Pitor, Head of CRM
Having joined BlueLink in 2005, Martin Pitor has held several positions with BlueLink International CZ. He led the implementation of B2C & Web-support operations in Prague in 2010 and recently joined the management team as the single point of contact for Prague operations. In cooperation with the Service Delivery and Workforce Management departments, his role is to lead the teams towards guaranteeing to our clients quality and performance of the service provided.
Helena Maršíková, Head of Workforce Department
After earning a Bachelor’s degree in Economics, Helena Maršíková worked for UPC as a payment and debt recovery supervisor until she joined the Prague team in December 2005. At BlueLink International CZ, she, along with her workforce team, is responsible for the overall efficiency of key processes such as the accurate distribution of workflows, planning, report creation, data control and data mining.
Daniel Hora, Head of Compliance and Internal Communication
After completing his studies at the Prague School of Economics, Daniel Hora first worked for an international consultancy firm as a project implementation consultant. Later, he steered his career towards contact centre sector. He joined the BlueLink Group in March 2009 as Human Resources Manager of Prague site. Since 2013 his new responsibilities within the company have been to ensure that internal processes are carried out in accordance with market standards and to supervise the internal communication of our centre.
Katarína Rusnáková, Business Development Manager
A French Language and Social Anthropology graduate, Katarína Rusnáková joined BlueLink at the very beginning in 2003. Her previous experience as Client Relationship Manager at the headquarters of the Group in Paris is today used to promote the Prague centre on the local Czech market, as Business Development Manager.