Customer Support Agent

Summary

Join Via's dynamic Via TaaS team as a Customer Support Agent and revolutionize global transportation. You will provide first-line support to customers via phone, email, and digital channels, aiming for first contact resolution. Maintain updated customer records and foster positive interactions. Meet agreed service levels and KPIs, and participate in training. This role requires fluency in German and English, a customer-first mindset, tech-savviness, and organization. The position is a fixed-term contract with the possibility of becoming permanent.

Requirements

• German Skills : You’re fluent communicating in German, in both written and spoken
• English Communication : You’ll be working with an international team, so you need to be comfortable in English too!
• Customer-First Mindset : You love helping people and solving problems, whether it’s over the phone or by email
• Tech-Savvy : You’re comfortable with MS Office and can pick up new tools quickly
• Organised & Motivated : Even when things get busy, you stay organised and keep delivering quality service
• Eligibility : Be eligible to work in Slovakia

Responsibilities

• Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed
• Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines
• Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality
• Foster positive interactions in all communications, making sure customers feel understood and supported
• Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs
• Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements
• Follow all applicable policies and regulations , including client policies, EU legal frameworks, and local government regulations

Benefits

• Competitive base salary of 19,000€ gross per year
• 6,6 €/day meal voucher
• A commuting/WFH allowance of €50 per month (€600 per annum)
• 5 extra days paid (personal days) per annum pro rata in case of emergencies and short-term absence
• Hybrid and remote working options available
• Fully paid training (5 days from 9AM to 6PM), which will provide you with the basic knowledge of your new role
• Chill-Out Zone: Take a break with table soccer, table tennis, or even a gaming console!
• Multisport Card: Stay active with access to various sports facilities
• Employee Assistance Program: Free, confidential support on personal or work-related issues
• Office Snacks & Drinks: Free hot/cold drinks, plus snacks or fruits to keep you going
• Referral Bonus: Refer a friend and get a bonus!
• Professional Development: Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment
• Engagement & Inclusion: Join best-in-class employee engagement programs that make you feel valued