Customer Service Agent with Lithuanian

WNS; Gdynia; On-site; PLN 39,000 - 58,000; Full time

Job summary

WNS in Gdynia seeks a customer service professional to serve as the single entry point for inquiries, handling credit line requests, onboarding tasks, invoices and portal support.

You will route cases according to procedures, assist team members, and ensure timely responses and issue resolution, with minimum one year in a contact center and strong written and verbal communication.

Qualifications

• Minimum of one year of contact center and customer relationship management experience.
• Outstanding communication skills, both written and verbal.
• Demonstrated ability to handle multiple tasks.

Responsibilities

• Act as a single point of entry for all cases (emails and calls).
• Provide customer service support for credit line amounts, increases, and status.
• Support onboarding, validation calls, and card-related launches.
• Assist with invoice management, authorizations, billing and processing.
• Handle disputes, account changes, merchant reimbursements and portal activities.
• Assist cash application and A/R with invoices, portal guidance, and research.
• Support process governance, system issues/notices and spam handling.
• Receive, update and log all requests; route to appropriate owner per procedures and SLAs.
• Escalate issues per escalation procedures; assist Lead associate and team members.

Skills

CRM experience

Contact center

Communication skills

Job description

• Act as a single point of entry for all cases (both emails and calls) related to:
• Customer service support for providing credit line amounts, requests for an increase, and status
• Launch activities that include customer service support for onboarding, validation calls, special projects and cards
• Invoice management activities that include customer service support for authorizations, billing management, and invoice processing
• Customer service activities that include support for disputes, account changes, merchant reimbursements and web/portal activities
• Cash application and account receivables (A/R) management activities that include manual cash application, customer service support for providing invoices, end-user guidance for payment application via portal, and research
• Process and system governance activities to include customer service support for system issues/notices and spam
• Receiving, updating and/or logging all requests
• Routing the case to the appropriate person or entity in accordance with the Procedures Manual and the SLAs for Response and Resolution
• Escalating issues and requests to the appropriate person or entity for Resolution in accordance with Escalation procedures provided in the Procedures Manual
• Assisting the Lead associate with tasks listed above
• Assisting team members with tasks listed above

Our requirements

• Minimum of one year of contact center and customer relationship management experience
• Outstanding communication skills, both written and verbal
• Demonstrated ability to handle multiple tasks