English-Speaking Support Associate

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

📋 Description

• Manage inquiries from customers, couriers, and merchants through live chat, phone, and email support.

• Address escalations, operational challenges, and urgent cases swiftly and professionally.

• Provide support across various Wolt markets, countries, user types, and ticket flows based on business and queue requirements.

• Ensure a high-quality customer experience by employing empathy, effective communication, and Wolt’s established tone of voice.

• Adhere to internal procedures, company policies, playbooks, refund guidelines, escalation protocols, and operational standards.

• Utilize multiple tools concurrently, including support platforms, communication channels, knowledge bases, and operational applications.

• Remain informed about new processes, market developments, training resources, and internal updates.

• Engage fully in the comprehensive two-week training and onboarding program.

• Commit to 8-hour shifts during morning, afternoon, or night hours, including weekends and holidays, based on business needs.

⛳️ Requirements

• Exceptional communication abilities and a great deal of patience.

• Demonstrated persistence, kindness, and empathy.

• Strong attention to detail and focus.

• Capability to manage complex tasks that require quick thinking and organizational skills.

• Ability to thrive in stressful situations and multitask across incoming interactions.

• Proficient in making prompt decisions during challenging circumstances.

• Understanding of what constitutes an excellent customer experience.

• Fluent in Serbian and English (C1 level).

• Minimum requirement of a high school diploma.

• Willingness to work shifts, weekends, and holidays in a 24/7 operating environment.

• Comfortable using new applications and systems, with a quick adaptability to changes.

• Strong and stable internet connection.

• Suitable remote working environment free from distractions.

• Availability to participate fully in training and onboarding.

• Previous experience is preferred, particularly in a similar role, but not mandatory.

🏝️ Benefits

• Fully remote work arrangement.

• Starting salary: 105000 RSD gross plus 50% additional pay for weekends, 110% for holidays, and 26% for night hours (22:00 - 06:00).

• 5-day work week.

• 60 minutes of paid break time.

• Minimum of 25 days of paid vacation, with potential for additional paid days off.

• Private Health Insurance coverage.

• 15% cashback on your Wolt orders.

• Access to the FitPass program.

• Structured onboarding program spanning two weeks.

• Mentorship from our Team Leads.

• Training sessions, workshops, and opportunities to enhance your skills.

• Clearly defined career development path.

• Company-wide training programs.

• Employee Assistance Program available for you and your immediate family.

• A friendly, inclusive, and tolerant workplace environment.

• Provision of all necessary equipment for your role (laptop, monitor, headset).