Customer Care Agent, English only

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage customer inquiries through ticketing systems, with potential phone support in English.

• Analyze and resolve issues utilizing internal tools and knowledge resources.

• Document, track, and follow up on cases until they are fully resolved.

• Refer complex or technical issues to the appropriate teams as needed.

• Recognize recurring problems and assist in enhancing support processes and templates.

• Ensure swift and accurate resolution of customer cases, maintaining a strong emphasis on quality.

• Uphold high levels of customer satisfaction and service consistency.

• Effectively manage workload and prioritize tasks.

• Participate in improving support workflows and minimizing recurring issues.

• Collaborate closely with the Customer Care team, Lead Customer Care Agents, and Responsible Agents.

• During the probation period, work day shifts starting at either 09:00 or 10:00, comprising 8 working hours with a 1-hour lunch break.

• Work the night shift from 19:00 to 02:00.

⛳️ Requirements

• Proficient in English (both written and spoken).

• Knowledge of Ukrainian.

• Basic digital literacy skills.

• Familiarity with MS Office and CRM/ticketing systems, or the ability to learn them quickly.

• Capacity to manage workload, prioritize tasks, and perform effectively under pressure.

• Excellent communication skills, empathy, and a customer-focused mindset.

• Strong problem-solving abilities with a sense of ownership and accountability for results.

• Calm, organized, and proactive demeanor in high-pressure situations.

• Ability to work collaboratively within a team and adapt to changes.

• CV must be submitted in English.

• Completion of a test assessment is required as part of the selection process.

🏝️ Benefits

• Opportunity to work remotely in a global product company alongside talented individuals.

• Competitive salary reflective of your experience and skills.

• 21 days of paid vacation.

• 5 paid sick days.

• National holidays recognized.

• Medical insurance coverage.

• Access to psychological support services.

• Parental leave assistance.

• Access to an internal learning platform offering courses, training, and certifications.

• Employee Referral Program with appealing bonuses.

• Comprehensive technical support and necessary equipment provided.