Hybrid Digital Customer Support Specialist | Multichannel & Coaching

PPG; Poland; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

PPG Global Business Services in Wrocław is seeking a Digital Customer Service Specialist to provide high‑quality support across email, phone, chat, and social channels. You will handle Level 1–2 cases, act as SME, and contribute to coaching and continuous improvement of the Customer Service team.

Hybrid role with 3 office days per week; English and Portuguese fluency is required. You will log requests in CRM, help maintain knowledge bases, and share feedback to improve customer journeys.

Qualifications

• Fluency in English and Portuguese.
• Familiarity with MS Office.
• Strong communication and interpersonal skills.
• Customer-focused mindset and proactive attitude.
• Ability to work well in a team.
• Prior customer service experience is a plus but not required.

Responsibilities

• Respond to customer inquiries through email, phone, chat, messaging platforms, and social media.
• Provide accurate, friendly, and timely support, meeting service standards and SLA targets.
• Solve basic customer issues and elevate more complex cases to senior specialists or second-level support.
• Collaborate closely with colleagues across Customer Service, Digital, and Operations teams.
• Use CRM and ticketing systems to log, track, and update customer requests.
• Support the maintenance of FAQs, knowledge bases, and self-service materials.
• Collect and report customer feedback and contribute ideas for improving customer journeys.
• Participate in training, coaching, and ongoing skill development.
• Follow established processes, service guidelines, and quality standards.

Skills

English

Portuguese

MS Office

Communication skills

Interpersonal skills

Customer focus

Problem solving

Teamwork

Customer service experience

Tools

CRM systems

Ticketing systems

Job description

PPG Global Business Services in Wrocław is seeking a Digital Customer Service Specialist to provide high‑quality support across email, phone, chat, and social channels. You will handle Level 1–2 cases, act as SME, and contribute to coaching and continuous improvement of the Customer Service team.

Hybrid role with 3 office days per week; English and Portuguese fluency is required. You will log requests in CRM, help maintain knowledge bases, and share feedback to improve customer journeys.