Senior Customer Support Associates with Polish and English – Inbound Voice

Role Overview
We are seeking dedicated, customer-focused Voice Customer Support Associates to handle inbound customer service interactions. This is a pure customer service role with no sales or upsell components. You will be the trusted voice and advocate for millions of customers across 18+ global markets, helping them resolve issues quickly and delivering exceptional experiences at every touchpoint.
The ideal candidate will demonstrate strong communication skills, active listening, empathy, and a genuine passion for resolving customer concerns professionally and efficiently.
Key Responsibilities
Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt, accurate, and courteous support
Understand and resolve customer issues effectively per established process guidelines and standard operating procedures
Provide accurate information related to products (prepaid & post paid), services, billing, technical troubleshooting, and general inquiries
Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria with clear documentation
Maintain compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per applicable market), data privacy, and internal guidelines
Document interactions accurately in CRM systems with clear, professional notes and ensure proper ticket closure
Meet KPI targets including AHT, FCR, schedule adherence, call quality, and compliance standards
Demonstrate professionalism, empathy, and clarity in every customer interaction, maintaining patience under pressure
Learn continuously, stay updated on products/services, and embrace process improvements and feedback
Eligibility & Qualifications
Education: Postgraduate / Graduate / Undergraduate degree or equivalent
Language Proficiency: English B2 level minimum (CEFR); Native/Regional Language B2 level minimum
Communication: Clear, confident voice (for voice roles); professional written communication (for non-voice roles)
Technical Skills: Basic computer navigation, email, CRM systems; typing speed minimum 30 WPM @ 90% accuracy (for non-voice roles)
Shift Flexibility: Ability to work rotational shifts including early mornings, evenings, nights, weekends, and holidays as per operational requirement
Schedule Adherence: Comfortable with rotational week-off arrangements and schedule changes as needed
Compliance: Willing to undergo background verification and comply with regulatory requirements
Key Skills & Competencies:
Communication & Language Proficiency
English Proficiency: B2 level minimum (CEFR) – fluent, clear, and confident
Polish Language: B2 level minimum – demonstrated proficiency for local market support
Voice Interactions: Clear articulation, no heavy accent interference, confident tone, active listening
Written Communication (Non-Voice roles): Professional tone, grammatically correct, concise and clear
Typing Speed: Minimum 30 WPM with 90% accuracy (non-voice roles)
Core Competencies
Active Listening & Empathy: Ability to understand customer concerns deeply and respond with empathy
Problem-Solving & Decision-Making: Logical thinking, ability to troubleshoot and resolve issues within scope
Customer Focus: Commitment to customer satisfaction and willingness to go the extra mile
Patience & Emotional Control: Handle challenging customers professionally without frustration
Adaptability: Thrive in a fast-paced, dynamic environment with changing priorities
Compliance Awareness: Understand and follow regulatory requirements, data privacy, and quality standards
Technology Comfort: Quick learner; able to navigate multiple systems and troubleshoot basic technical issues
Initiative & Ownership: Proactive approach to resolving issues, seeking clarification when needed
Team Collaboration: Willingness to support colleagues, open to feedback, and contribute to team goals
Performance Expectations
Achieve or exceed team KPI targets such as: AHT, First Contact Resolution (FCR), Schedule Adherence, Quality audits and compliance metrics
Maintain professional demeanor and quality standards in 100% of interactions
Adhere to established processes and guidelines; escalate appropriately when required
Complete all mandatory training and compliance certifications

Employment type
Full-time

Work arrangement
No