Customer Service Agent

What skill are we searching for? 1-3 years of experience working in a call center, customer service environment, Restaurant or related field Excellent verbal and written English communication skills to appropriately manage both internal and external partner relationships Minimum high school Diploma 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 is highly 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 a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded Able to create long-lasting bonds with clients and colleagues. Perfect candidate also has:: Previous restaurant experience is a plus At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.   Recently, SpotOn was: Named one of Fast Company’s Most Innovative Companies of 2024 Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row Selected as the Best Overall Restaurant POS by NerdWallet Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.  That’s where you come in.  Here’s a bit about what we have to offer: Competitive pay: 5000-7600 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 ,[Work from 14:00 to 22:00 Polish time including weekends and bank holidays., Respond promptly to client inquiries through multiple communication channels, including: phone, email, and/or chat, in a courteous and professional manner (Backlog & Inbox Management, First Time Resolution, Quality Assurance, Additional Training, Call Avoidance, CSAT Detractors), Qualifying metrics/criteria:, Provide accurate and effective solutions to clients, account executives, & other team member's issues, complaints, and inquiries, Document all client interactions and transactions accurately in the database system (backlog & inbox management), Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics, Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion., Maintain and upkeep knowledge of SpotOn products, services, and policies] Requirements: Salesforce Additionally: Training budget, Private healthcare, English lessons, Support for relocation, Employee referral bonus, Flexible working hours, Small teams, Lunch card, Free snacks, Free parking, Modern office, Kitchen, Free coffee, Bike parking, Playroom, Shower, Free beverages, No dress code.