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

All your information will be kept confidential according to EEO guidelines.