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 (C2 level) and English, a customer-first mindset, tech-savviness, and strong organizational skills. Eligibility to work in Slovakia is required. The position is part-time (18, 20, or 30 hours/week) with a fixed-term contract and hybrid/remote work options.

Requirements

• German Skills : You’re fluent communicating German, C2 level 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: 1187,49 EUR/month gross (30 hours per week) 791,66 EUR/month gross (20 hours per week) 712,50 EUR/month gross (18 hours per week)
• 6,60€/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 9 AM to 6 PM), which will provide you with the basic knowledge of your new role. You will need to come to the office for 1 day and the rest will be remote
• 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