Support Associate, English and Romanian – Part time

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

📋 Description

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

• Promptly and professionally address escalations, operational challenges, and urgent cases.

• Assist various Wolt markets, countries, user types, and ticket flows based on business needs and queues.

• Ensure a superior customer experience through empathy, effective communication, and adherence to Wolt’s tone of voice.

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

• Simultaneously utilize support platforms, communication channels, knowledge bases, and operational tools.

• Keep current with new processes, market developments, training materials, and internal updates.

• Work scheduled part-time shifts of 4 hours during mornings, afternoons, or evenings, including potential weekends and public holidays.

• Complete a 2-week e-learning and trainer-supported onboarding program, followed by mentorship from Team Leads.

⛳️ Requirements

• Proficient in Romanian and English (C1).

• Minimum of a high school diploma.

• Willingness to work shifts, including weekends and public holidays, as operations are conducted 24/7.

• Strong and dependable internet connection.

• A conducive remote working environment free from distractions.

• Availability to fully engage in training and onboarding sessions.

• Comfortable navigating new applications and systems, and quickly adapting to changes.

• Capability to multitask and manage multiple incoming interactions simultaneously.

• Ability to operate effectively in high-pressure situations and make swift decisions.

• Strong attention to detail and concentration.

• Outstanding communication skills, along with patience, persistence, kindness, and empathy.

• Previous work experience is advantageous, particularly in a similar role, though not mandatory.

🏝️ Benefits

• Fully remote work opportunity.

• 15% cashback on Wolt orders.

• Meal vouchers valued at 30 RON per working day, subject to eligibility under Romanian law and company policies.

• 5-day work week.

• Medical subscription available in the Regina Maria clinics network (Priority Plus plan).

• Monthly sports activity budget of 150 RON net, reimbursed upon submission of invoice/receipt.

• Access to Bookster online library featuring over 10,000 titles, including physical book loans, articles, and audiobooks.

• Additional vacation days based on seniority, starting from 22 days and increasing up to 27 days per year.

• 2-week structured onboarding program.

• Structured mentoring provided by Team Leads.

• Training sessions, workshops, and various learning opportunities.

• Career development path with opportunities for growth within the organization.

• Company-wide training initiatives.

• Employee Assistance Program available for the employee and their immediate family.

• Supportive, inclusive, and friendly work environment.

• Provision of all necessary work equipment, including a laptop, monitor, and headset.