Support Associate, English Speaking

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

📋 Description

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

• Promptly and professionally resolve escalations, operational challenges, and time-sensitive issues.

• 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 Wolt’s voice.

• Adhere to internal processes, company policies, playbooks, refund protocols, escalation paths, and operational guidelines.

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

• Keep informed about new processes, market developments, training materials, and internal updates.

⛳️ Requirements

• Outstanding communication abilities coupled with ample patience.

• Your persistence, kindness, and empathy enable you to identify the best solutions for all parties involved.

• Exceptional attention to detail and a strong focus on tasks.

• You’re undaunted by complex assignments that demand quick thinking and excellent organization.

• You handle stressful situations adeptly, multitask effectively, and manage multiple incoming interactions with ease.

• Making swift decisions during challenging moments is one of your key strengths.

• You recognize the significance of delivering an excellent customer experience.

• You possess fluency in both Serbian and English (C1 level).

• A minimum of a high school diploma is required.

• You are open to working in shifts, including weekends and holidays, as our operations run 24/7.

• You adapt quickly to new applications and systems.

• Previous work experience is appreciated, particularly in a similar role; however, it's not mandatory! We will provide you with all the necessary training.

🏝️ Benefits

• Fully remote work opportunity.

• Starting gross salary of 52,500 RSD, with an additional 50% pay for weekends, 110% for holidays, and 26% for night hours (22-06).

• 5-day work week.

• At least 25 days of paid vacation, with the potential for additional paid days off.

• Private Health Insurance provided.

• 15% cashback on your Wolt orders.

• Access to the FitPass program.

• A structured onboarding program lasting 2-3 weeks.

• Mentorship from our Team Leads.

• Opportunities for training sessions, workshops, and skill enhancement.

• A clear career development path; your advancement as a Support Associate is our priority! With our support, you'll have the chance to grow and develop your career within the company.

• Company-wide training initiatives.

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

• A welcoming, tolerant, and inclusive workplace environment.

• All essential equipment for your role, including a laptop, monitor, and headset.