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Polish and English Customer Support Representative at TransCosmos (TCIS)

Company: transcosmos Information Systems Ltd.

Location: Poznan, Poland

Hours to cover: Monday-Sunday, 8hrs / day, 40 hours / week

Languages: English (B2), Polish (B2)

Reporting to: Team Leader

As a Customer Service Representative, you will be primarily responsible for providing frontline customer support, technical support and e-commerce after-sales service via phone, chat and/or email. You will provide information about products and services, help with processing orders, respond to customer complaints, and process returns.

A Customer Service Representative is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer complaints. At the same time, you are patient, empathetic, and very communicative with others. a Customer Service Representative has at least basic computer skills and the capacity to stay focused in a busy work environment.

Key Tasks and Responsibilities

• Responsible for handling customer support and technical-support related questions of customers and partners

• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer

• Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures

• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction

• Assist customers or escalate service related issues to the appropriate department in accordance to the client’s processes and procedures

• Ensure compliance to customer Data Privacy and Security Policy

• Communicate positively with team members, customers, and other partners

Other Duties:

The Job holder may be required to undertake other duties according to the needs of the organisation. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed with before any variations to the job description are made.

Requirements

Skills / Attributes Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Technical:

• Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)

• Computer knowledge including Social Media platforms and Internet

• Technically savvy with smartphones and smartwatches

• Zendesk (or similar CRM platform)

• SAP

Behavioral:

• Customer Care experience at least 6 months

• Positive and enthusiastic personality and approach to work

• Ability to take right decisions, strong sense of ownership and accountability

• Ability to apply creativity to resolving problems

• Organised, accurate, with ability to multi-task

• Excellent written and verbal communication

• Willing to learn new skills and grow with the company

Qualifications [EDUCATION and/or EXPERIENCE]

• At least High school diploma or equivalent

• Previous experience in SSC/BPO and Customer Service nice-to-have

Languages

• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels

• Both Polish and English (at least B2-C1 level)

Benefits

Transcosmos truly is a multi-lingual working environment which offers our valued employees the freedom to make their own choices from a range of great benefits packages including:

– Medical Package

– Sports Multi card

– Cinema Tickets

– Online Shops

– Local Partners

The system of flexible benefits granted by transcosmos Poland sp. z o. o enables our employees to compile their own benefit-portfolios within the limits of determined costs whilst considering their own individual needs.

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