Hybrid Customer Support Agent

at OLX Group

• Job title: Customer Support Agent
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Go
• Location requirements: Hybrid, Bucharest, Romania

About the role

• Customer Support Agent addressing customer inquiries and ensuring satisfaction at OLX in Bucharest. Responsible for resolving issues and building lasting relationships with customers.

Responsibilities

• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution;
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution;
• Contribute to team effort by accomplishing related results as needed;
• Identify and assess customers’ needs to achieve satisfaction;
• Build sustainable relationships of trust through open and interactive communication;
• Provide accurate, valid, and complete information by using the right methods/tools;
• Follow communication procedures, guidelines, and policies;
• Go the extra mile to engage customers.

Requirements

• Proven customer support experience;
• Strong phone contact handling skills and active listening;
• Familiar with CRM systems and practices;
• Customer orientation and ability to adapt/respond to different types of characters;
• Excellent communication and presentation skills;
• Ability to multitask, prioritize, and manage time effectively;
• High school diploma or equivalent; college degree preferred;
• English at a medium level at least.

Benefits

• The opportunity to work for the leading classifieds brands, a place that takes the best out of being a global company, and brings a nice local flavor;
• A desk in a beautifully designed office in the center of Bucharest, close to some of the best coffee shops and brunch places;
• Continuous investment in your development through training. Also, the chance to connect with advice and inspiration from other professionals from all over the world;
• Complex compensation package (performance-based bonus, medical insurance, flexible benefits compensation);
• Friendly, curious, and driven colleagues who get stuff done and consider that enjoying the ride is far more important than rules and hierarchies.