Remote Customer Service Agent

Summary

Join SpotOn as a Customer Service Representative and work from 14:00 to 22:00 Polish time, including weekends and bank holidays, responding to client inquiries through multiple channels and providing accurate solutions.

Requirements

• 1-3 years of experience working in a call center, customer service environment, Restaurant or related field
• Excellent verbal and written English communication skills to appropriately manage both internal and external partner relationships
• 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
• 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 quickly
• Ability to work under pressure and handle multiple tasks simultaneously
• Familiar with internal software applications such as CRM’s, Salesforce, Talkdesk
• Banking, 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

Responsibilities

• 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
• Qualifying metrics/criteria

Preferred Qualifications

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

Benefits

• 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 a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland