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

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