PG
Prodigi GroupSenior Customer Services Specialist
Senior Customer Services Specialist at Prodigi handling technical support and training across brands. Key role in customer inquiries, escalations, and documentation maintenance.
About the role
- Work from 14:00 to 22:00 Polish time including weekends and bank holidays
- Respond promptly to client inquiries through phone, email, and/or chat in a courteous and professional manner
- Backlog & Inbox Management
- First Time Resolution
- Quality Assurance
- Additional Training and attend in-person coaching sessions
- Call Avoidance and manage CSAT detractors
- Provide accurate and effective solutions to clients, account executives, and other team members' issues, complaints, and inquiries
- Document all client interactions and transactions accurately in the database system
- Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
- Maintain and upkeep knowledge of SpotOn products, services, and policies
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
- Minimum high school Diploma
- Ability to work from 14:00 to 22:00 Polish time including weekends and bank holidays
- Ability to work in hybrid mode: 3 days per week from the office in Kraków, 2 days per week remote work (after probation period)
- Strong problem-solving and critical thinking skills
- Experience with conflict resolution management techniques (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
- Finance, payment, or customer service-related industry experience (desired)
- Any experience working in a retention role where persuasive attitude and meeting goals was rewarded
- Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion
Benefits
- Competitive pay: 5500-8200 PLN gross on CoE (plus bonus!)
- Fully paid private healthcare in LuxMed
- Access to the Worksmile platform with a monthly top-up
- Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk 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
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