Customer Service Agent

2 tygodni temu

Kraków, Lesser Poland Tbwa ChiatDay Inc Pełny etat
Customer Service Agent - Afternoon Shift

Krakow, Poland

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

  • Named one of Fast Company's Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
  • Selected as the Best Overall Restaurant POS by NerdWallet
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

On a daily basis, you will:

  • Work from 14:00 to 22:00 Polish time including weekends and bank holidays.
  • Respond promptly to client inquiries through multiple communication channels, including phone, email, and/or chat, in a courteous and professional manner:
    • Backlog & Inbox Management
    • First Time Resolution
    • Quality Assurance
    • Additional Training
    • Call Avoidance
    • CSAT Detractors
  • Provide accurate and effective solutions to clients, account executives, & other team members' issues, complaints, and inquiries.
  • Document all client interactions and transactions accurately in the database system.
  • Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics.
  • Attend in-person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
  • Maintain and upkeep knowledge of SpotOn products, services, and policies.

What skills are we searching for?

  • 1-3 years of experience working in a call center, customer service environment, restaurant, or related field.
  • Excellent verbal and written English communication skills.
  • Minimum high school diploma.
  • Ability to work in hybrid mode: 3 days per week from the office in Kraków, 2 days per week remote work (after probation period).
  • Strong problem-solving and critical thinking skills.
  • Experience with conflict resolution management techniques is highly preferred.
  • Excellent soft skills and diplomacy to effectively de-escalate situations quickly.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Familiarity with internal software applications such as CRM's, Salesforce, Talkdesk.
  • Finance, payment, or customer service-related industry experience desired.
  • Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded.
  • Able to create long-lasting bonds with clients and colleagues.

Perfect candidate also has:

  • Verbal and written Spanish communication skills.
  • Previous restaurant experience is a plus.

Here's a bit about what we have to offer:

  • Competitive pay: 5500-8200 PLN gross on CoE (plus bonus).
  • Possibility to earn in USD (American dollars).
  • Fully paid private healthcare in LuxMed.
  • Access to the Worksmile platform with a monthly top-up.
  • Company free breakfasts/lunches in the office once a week.
  • New, modern, bright, and comfortable office space in the city centre.
  • A lot of free parking spots around the office.
  • Access to the company's library.
  • Great working atmosphere.
  • Chill out room with a PlayStation, table tennis, and mini gym.
  • Free snacks and beverages in the kitchen.
  • Company parties and social activities.
  • Employee referral program.
  • Relocation Package within Poland.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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