Digital Customer Experience Specialist (English)

careersinpoland; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Home office equipment reimbursement

Performance-related bonus

Private medical cover (Medicover)

Life insurance (Generali)

Employee networks and inclusive clubs

LinkedIn Learning access

Job summary

IG Group is seeking a Customer Experience Associate (English) in Kraków to support a global client base with digital-first service. You will work in a multinational team, maintaining high standards of productivity and quality while resolving inquiries about our products and trading platforms.

This specialist role emphasizes English fluency, strong communication, and proactive problem solving within a hybrid office setup.

Qualifications

• Genuine passion for customer service excellence
• Empathy and emotional intelligence in client interactions
• Ability to deescalate difficult situations professionally
• Drive to achieve positive customer outcomes
• Strong written and verbal communication in English

Responsibilities

• Deliver digital-first support via Intercom across query types
• Maintain high productivity and quality targets with CSAT 80%+
• Collaborate with local and global teams to ensure seamless journeys
• Know when to elevate to senior team members for best outcomes
• Aim for first-time resolution and take ownership of each interaction
• Champion customer experience and suggest process improvements
• Contribute to training materials and process documentation

Skills

Customer focus

English fluency

Communication skills

Problem solving

Analytical mindset

Digital proficiency

Multi-channel support

Team collaboration

Time management

Tools

Intercom

CRM systems

Job description

IG Group is seeking a Customer Experience Associate (English) in Kraków to support a global client base with digital-first service. You will work in a multinational team, maintaining high standards of productivity and quality while resolving inquiries about our products and trading platforms.

This specialist role emphasizes English fluency, strong communication, and proactive problem solving within a hybrid office setup.