Customer Support Agent (Poland/Remote) room Rzeszów home_work

ZEN; Rzeszów; Remote; PLN 67,000 - 100,000; Full time

Benefits offered by this job

Private medical healthcare

Training opportunities

Flexible working conditions

Job summary

ZEN.COM is seeking a Customer Support Agent to join the Zen Care team in Poland. You will assist users, resolve issues, and ensure a positive experience across support channels, including in-app chat. Strong English skills and a customer-focused mindset are essential.

We offer real influence, training opportunities, private medical care, and flexible conditions. Expect a rotating 7-day schedule with morning, evening, or night shifts depending on project needs.

Qualifications

• Fluency in English (C1 level or higher) with excellent verbal and written communication.
• Customer-Centric Mindset with focus on exceptional service.
• Strong problem-solving abilities to handle challenging situations.
• Proactive attitude and initiative in resolving issues.
• Adaptability to work in a fast-paced environment.
• Availability to work on rotating shifts across a 7-day week.

Responsibilities

• Engage with customers via in-app chat and other channels to resolve issues promptly.
• Communicate with empathy and avoid robotic responses.
• Aim to fully resolve problems, using procedures as tools and seeking better solutions.
• Identify and suggest improvements to processes and products.
• Do not rely on scripts; provide genuine, tailored communication.
• Go above and beyond to resolve issues and improve efficiency.

Skills

English fluency

Customer-centric mindset

Problem-solving

Proactive attitude

Adaptability

Rotating schedule availability

Job description

ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN.COM, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.

Currently we are seeking a professional to join us as Customer Support Agent in the Zen Care Department in Poland.

Zen Care is the heart of our customer service – a team that supports users, solves problems, and ensures every interaction with us is a positive experience.

Requirements:

• Fluency in English (C1 level or higher): Excellent verbal and written communication skills.
• Customer-Centric Mindset: A deep understanding of customer needs and a commitment to providing exceptional service.
• Problem-Solving Abilities: Strong ability to handle challenging situations and make effective decisions.
• Proactive Attitude: A willingness to take the initiative in resolving issues and improving the customer experience.
• Adaptability: The ability to work in a fast-paced environment and adapt to new challenges and changes.
• Availability to work on a rotating schedule across a 7-day work week - morning, evening, or night shifts, depending on project needs.

Responsibilities:

• Customer Communication: Engage with customers through in-app support chat and other support channels, effectively resolving their issues in a timely and professional manner.
• Empathic Interaction: Communicate clearly, proactively, and with empathy, ensuring customers feel like they are talking to a real person, not a scripted response or a robot.
• Problem Resolution: Go beyond simply answering questions—focus on resolving issues fully. Use procedures as tools but always look for better ways to solve problems and improve the customer experience.
• Proactive Improvement: Actively identify and suggest improvements within the team, company processes, and products. Your insights will help drive the continuous enhancement of our services.
• Scripted Responses: You won’t rely on scripts or robotic responses. We value genuine, thoughtful communication tailored to each customer’s needs.
• Minimal Effort: This is not a role where you just do the bare minimum. You’re expected to go above and beyond in resolving issues, thinking creatively, and improving processes.
• Rigid Adherence to Procedures: While procedures are important, they are not the final word. You will have the flexibility to think outside the box and find the best possible solution for each customer.

What we offer:

• Real influence on shaping the ZEN.COM.
• Work in an environment where innovation and effectiveness truly matter.
• Competitive salary and flexible working conditions.
• Private medical healthcare.
• Internal and external training opportunities.