Customer Service Agent - Afternoon Shift

At SpotOn were helping restaurants and small businesses compete and win with flexible payment and software technologybacked by real people who really care. From seamless pointofsale 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 Companys Most Innovative Companies of 2024
• Awarded Great Places to Work and Built Ins Best Workplaces for the third year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet
• Rated the toprated pointofsale (POS) for restaurants bars retail and small businesses by Capterra users

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

Thats 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: 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 members 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

• 13 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 Krakw 2 days per week remote work (after probation period)
• Strong problemsolving and critical thinking skills
• Experience with conflict resolution management techniques is highly preferred
• Excellent soft skills and diplomacy to effectively deescalate quickly
• Ability to work under pressure and handle multiple tasks simultaneously
• Familiar with internal software applications such as CRMs Salesforce Talkdesk
• Finance payment or customer servicerelated 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 longlasting bonds with clients and colleagues.

Perfect candidate also has::

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

Heres a bit about what we have to offer:

• Competitive pay: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 topup
• 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 companys 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 spka z ograniczon odpowiedzialnoci with its registered office in Krakw Aleja 29 listopadaKrakw email address:
. 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: podanych danych osobowych w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji jest SpotOn Poland Sp. z o.o. z siedzib w Krakowie (ul. Aleja 29 listopadaKrakw; adres email do kontaktu:
. Dane osobowe bd przetwarzane w celu realizacji obecnych lub jeeli wyrazisz na to dobrowoln zgod take przyszych procesw rekrutacji. Wicej informacji o tym jak przetwarzamy Twoje dane w tym take informacje o podstawach prawnych przetwarzania oraz o prawach przysugujcych Ci w zwizku z przetwarzaniem danych znajdziesz na stronie:
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 everify company.