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Customer Service Agent - Afternoon Shift

Krakow, Poland

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

  • Named one of Fast Company’s Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In’s Best Workplaces for the third year in a row
  • Selected as the Best Overall Restaurant POS by NerdWallet 
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

On a daily basis, you will:

  • Work from 14:00 to 22:00 Polish time including weekends and bank holidays.
  • Respond promptly to client inquiries through multiple communication channels, including, but not limited to: phone, email, and/or chat, in a courteous and professional manner
    • Backlog & Inbox Management
    • First Time Resolution
    • Quality Assurance
    • Additional Training
    • Call Avoidance
    • CSAT Detractors
    • Qualifying metrics/criteria:
  • Provide accurate and effective solutions to clients, account executives, & other team member's issues, complaints, and inquiries
  • Document all client interactions and transactions accurately in the database system (backlog & inbox management)
  • Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
  • Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
  • Maintain and upkeep knowledge of SpotOn products, services, and policies

What skill are we searching for?

  • 1-3 years of experience working in a call center, customer service environment, Restaurant or related field
  • Excellent verbal and written English communication skills to appropriately manage both internal and external partner relationships
  • Minimum high school Diploma
  • Ability to work in hybrid mode: 3 days per week from the office in Kraków, 2 days per week remote work
  • Strong problem-solving and critical thinking skills
  • Experience with conflict resolution management techniques is highly preferred
  • Excellent soft skills and diplomacy to effectively de-escalate quickly
  • Ability to work under pressure and handle multiple tasks simultaneously
  • Familiar with internal software applications such as CRM’s, Salesforce, Talkdesk
  • Banking, finance, payment, or customer service-related industry experience desired
  • Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded
  • Able to create long-lasting bonds with clients and colleagues.

Perfect candidate also has::

  • Verbal and written Spanish communication skills
  • Previous restaurant experience is a plus

Here’s a bit about what we have to offer:

  • Competitive pay: 5500-8200 PLN gross on CoE (plus bonus!)
  • Possibility to earn in USD (American dollars)
  • Fully paid private healthcare in LuxMed
  • Access to the Worksmile platform with a monthly top-up 
  • Company free breakfasts/lunches in the office once a week
  • New, modern, bright and comfortable office space in the city centre 
  • A lot of free parking spots around the office
  • Access to the company’s library
  • Great working atmosphere
  • Chill out room with a PlayStation, table tennis, and mini gym
  • Free snacks and beverages in a kitchen
  • Company parties and social activities
  • Employee referral program
  • Relocation Package within Poland

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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“I agree to the processing of my personal data included in my application to the extent exceeding the data required by law, by  the data controller, SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Krakow (Aleja 29 listopada , 31-402 Krakow) for the purpose of recruitment process. I am aware that my consent may be revoked at any time. However, this does not affect the legality of processing my data until the date of revocation.”

„Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w dokumentach rekrutacyjnych w zakresie przekraczającym dane, których podanie jest wymagane na podstawie przepisów prawa, przez administratora danych SpotOn Poland Sp. z o.o. z siedzibą w Krakowie w celu prowadzenia procesu rekrutacji. Mam świadomość, że zgoda może być odwołana w każdym czasie bez wpływu na zgodność z prawem przetwarzania dokonanego przed wycofaniem zgody.”

Select...

“I agree to the processing of my personal data included in my application by the data controller, SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Krakow (Aleja 29 listopada, 31-402 Krakow) for the purpose of future recruitment process, during a period of 2 years from the date of application. I am aware that my consent may be revoked at any time. However, this does not affect the legality of processing my data until the date of revocation.”

„Wyrażam zgodę na przetwarzanie moich danych osobowych zawartych w dokumentach rekrutacyjnych przez administratora danych SpotOn Poland Sp. z o.o. z siedzibą w Krakowie, w celu prowadzenia przyszłych procesów rekrutacyjnych, przez okres 2 lat od momentu złożenia aplikacji. Mam świadomość, że zgoda może być odwołana w każdym czasie bez wpływu na zgodność z prawem przetwarzania dokonanego przed odwołaniem zgody.”