Lyca Mobile – Senior Customer Support Associates with Polish and English – Inbound Voice

📋 Description

• Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt
• Understand and resolve customer issues effectively per established process guidelines and standard
• Provide accurate information related to products (prepaid & post paid), services, billing
• Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria
• Maintain compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per
• Document interactions accurately in CRM systems with clear, professional notes and ensure proper

🎯 Requirements

• Postgraduate / Graduate / Undergraduate degree or equivalent
• English B2 level minimum (CEFR); Native/Regional Language B2 level minimum
• Clear, confident voice (for voice roles); professional written communication (for non-voice roles)
• Basic computer navigation, email, CRM systems; typing speed minimum 30 WPM @ 90% accuracy (for
• Ability to work rotational shifts including early mornings, evenings, nights, weekends, and
• Comfortable with rotational week-off arrangements and schedule changes as needed