Customer Service Agent - Morning Shift Krakow, Poland

SpotOn, Inc; Kraków; Hybrid; PLN 30,000 - 120,000; Full time

Job summary

A leading payment technology provider in Kraków is seeking a Customer Service Representative. You will assist clients through various communication channels and ensure high levels of customer satisfaction. The ideal candidate has experience in customer service, strong communication skills, and the ability to work under pressure. This role offers competitive pay and a hybrid work model.

Benefits

Competitive pay: 5000-7600 PLN gross plus bonus

Fully paid private healthcare in LuxMed

Subsidized access to breakfast and lunch

New office space in city centre

Free snacks and beverages

Company parties and social activities

Qualifications

• 1-3 years of experience in a call center or customer service environment.
• Excellent verbal and written English communication skills.
• Ability to work in hybrid mode: 3 days in the Kraków office, 2 days remote.

Responsibilities

• Respond promptly to client inquiries through phone, email, and chat.
• Document all client interactions accurately.
• Meet or exceed performance goals, including customer satisfaction.

Skills

Customer service experience

Communication skills

Problem-solving

Conflict resolution

Ability to work under pressure

Education

High school Diploma

Tools

CRM's

Salesforce

Talkdesk

Job description

Overview

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
• Awarded Great Places to Work and Built In’s Best Workplaces for the fourth 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.

Responsibilities

• On a daily basis, you will:
• Work from 7:00/8:00 to 15:00/16:00 Polish time, including weekends and bank holidays.
• Respond promptly to client inquiries through multiple communication channels, including, but not limited to: 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

Qualifications

• 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
• 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
• Banking, 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:
• Verbal and written Spanish communication skills
• Previous restaurant experience is a plus

What we 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

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.