Support Associate

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

📋 Description

• Address inquiries from customers, couriers, and merchants via live chat, phone, and email support.

• Swiftly and professionally resolve escalations, operational challenges, and urgent cases.

• 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, clear communication, and adhering to Wolt’s tone of voice.

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

• Utilize multiple tools simultaneously, including support platforms, communication channels, knowledge bases, and operational instruments.

• Keep abreast of new processes, market developments, training materials, and internal announcements.

⛳️ Requirements

• Exceptional communication abilities paired with abundant patience.

• A combination of persistence, kindness, and empathy enables you to identify the best solutions for all parties involved.

• Strong attention to detail and a focused mindset.

• Comfortable with complex tasks that require quick thinking and excellent organization.

• Ability to manage stressful situations, multitask, and handle multiple incoming interactions effortlessly.

• Quick decision-making in challenging scenarios is one of your key strengths.

• Recognize the significance of delivering an outstanding customer experience.

• Proficiency in both Serbian and English (C1 level).

• Possession of at least a high school diploma.

• Availability to work night shifts, weekends, and holidays from 00:00 to 08:00.

• Comfortable with new applications and systems, demonstrating adaptability to changes.

• Previous work experience is beneficial, particularly in a similar role, but is not mandatory! We will provide all necessary training.

🏝️ Benefits

• Fully remote work environment.

• 60 minutes of paid break time - Includes the legally required 30-minute paid break and an additional 30 minutes as an employee benefit.

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

• Private Health Insurance coverage.

• 15% cashback on your Wolt orders.

• Access to the FitPass program.

• Comprehensive 2-3-week structured onboarding program.

• Structured mentoring from our Team Leads.

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

• Clear career development path, prioritizing your growth as a Support Associate! With our guidance, you’ll have opportunities to advance and build your career within the company.

• Wolt-wide training programs available.

• Employee Assistance Program for you and your immediate family.

• A welcoming, tolerant, and inclusive workplace culture.

• All essential equipment provided for your role (laptop, monitor, headset).