Bilingual Digital Customer Service Specialist EN/ES

PPG; Wrocław; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

PPG Global Business Services in Wrocław delivers high-quality support to PPG teams and customers across Europe. The Digital Customer Service Specialist role combines advanced customer service, digital channel expertise, and coaching to elevate our customer experience.

You will handle Level 1–2 cases, collaborate with cross-functional teams, and contribute to knowledge bases while maintaining SLAs and aiming for continuous improvement in customer journeys.

Qualifications

• Fluent in English and Spanish.
• Familiar with computer applications, including MS Office.
• Strong communication and interpersonal skills.
• Customer-focused mindset and positive, proactive attitude.
• Ability to work effectively as part of a team.
• Prior customer service experience is a plus but not required.

Responsibilities

• Respond to customer inquiries through email, phone, chat, messaging platforms, and social media.
• Provide accurate, friendly, and timely support, meeting service standards and SLA targets.
• Solve basic customer issues and elevate more complex cases to senior specialists or second-level support.
• Collaborate closely with colleagues across Customer Service, Digital, and Operations teams.
• Use CRM and ticketing systems to log, track, and update customer requests.
• Support the maintenance of FAQs, knowledge bases, and self-service materials.
• Collect and report customer feedback and contribute ideas for improving customer journeys.
• Participate in training, coaching, and ongoing skill development.
• Follow established processes, service guidelines, and quality standards.

Skills

English

Spanish

Tools

MS Office

Job description

PPG Global Business Services in Wrocław delivers high-quality support to PPG teams and customers across Europe. The Digital Customer Service Specialist role combines advanced customer service, digital channel expertise, and coaching to elevate our customer experience.

You will handle Level 1–2 cases, collaborate with cross-functional teams, and contribute to knowledge bases while maintaining SLAs and aiming for continuous improvement in customer journeys.