Customer Care Representative with Ukrainian

Confidential; Województwo mazowieckie; On-site; PLN 40,000 - 62,000; Full time

Job summary

Confidential is a global organization committed to delivering high-quality customer support and service solutions across international markets. Our teams assist customers daily, resolving inquiries and guiding them with professional, personalized support.

We seek a customer service professional fluent in Ukrainian and English (B2), with strong communication, empathy, and multitasking abilities to maintain positive experiences, document interactions, and collaborate across departments.

Qualifications

• Fluent in Ukrainian and English at least B2 level.
• Previous experience in customer-facing roles.
• Strong communication and interpersonal skills.

Responsibilities

• Provide professional customer support via phone, email, chat, and other channels.
• Assist customers with inquiries related to services, accounts, and transactions.
• Investigate and resolve customer concerns while maintaining a positive experience.
• Document interactions and resolutions accurately in internal systems.
• Follow internal procedures and quality standards.
• Escalate complex cases to appropriate teams when needed.
• Collaborate with colleagues to improve processes and service quality.

Skills

Ukrainian (B2)

English (B2)

Customer service experience

Communication skills

Tools

MS Office

CRM systems

Job description

We are a global organization dedicated to delivering high-quality customer support and service solutions across international markets. Our teams work closely with customers every day, helping resolve inquiries, provide guidance, and create positive experiences through professional and personalized support.

We believe great customer service starts with great people. By fostering a collaborative, diverse, and inclusive work environment, we empower our employees to grow their skills, make an impact, and contribute to the success of customers and colleagues around the world.

Responsibilities

• Provide professional customer support via phone, email, chat, and other communication channels.
• Assist customers with inquiries related to services, accounts, transactions, and general requests.
• Investigate and resolve customer concerns while maintaining a positive customer experience.
• Build trust and rapport through clear communication, active listening, and empathy.
• Accurately document customer interactions and case resolutions in internal systems.
• Follow internal procedures, quality standards, and compliance requirements.
• Escalate complex cases to the appropriate teams when needed.
• Track and follow up on open requests to ensure timely resolution.
• Identify customer needs and guide them toward the most suitable solutions.
• Collaborate with colleagues across different departments to improve processes and service quality.

Qualifications & Skillsets

• Fluency in Ukrainian (spoken and written) and English at a minimum B2 level.
• Previous experience in Customer Service, Customer Care, Customer Support, Contact Center, Hospitality, Retail, or another customer-facing role.
• Strong communication and interpersonal skills.
• Customer-focused mindset with a genuine desire to help others.
• Ability to remain calm, empathetic, and solution-oriented when handling challenging situations.
• Good organizational skills and the ability to multitask in a fast-paced environment.
• Proficiency with MS Office applications and web-based systems.
• Strong attention to detail and accuracy.
• Experience working with CRM or ticketing systems is an advantage.
• Positive attitude, willingness to learn, and motivation to grow professionally.