English-Speaking Support Associate (Full-time - Remote)

2 нед. назад

SerbiaEuropeJuniorRemoteC1

Provide excellent customer and courier support in a fast-paced environment, ensuring positive experiences for customers and partners worldwide.

Обязанности

Handle customer, courier, and merchant inquiries through live chat, phone, and email support
Resolve escalations, operational issues, and time-sensitive cases quickly and professionally
Support multiple markets, countries, user types, and ticket flows depending on business and queue needs
Maintain a high-quality customer experience by using empathy, clear communication, and ’s tone of voice
Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines
Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools
Stay up to date with new processes, market changes, training materials, and internal updates

Требования

Excellent communication skills and plenty of patience
Persistence, kindness, and empathy help you find the best solution for everyone involved
Great attention to detail and strong focus
You’re not intimidated by complex tasks that require quick thinking and good organization
You handle stressful situations, you multitask, and you can handle multiple incoming interactions with ease
Making fast decisions in challenging moments is one of your strengths
You understand the importance of great customer experience
You’re fluent in both Serbian and English (C1)
You have at least a high school diploma
You are willing to work in shifts, and on weekends, holidays, we operate 24/7
You’re comfortable with new apps and systems , and adapt quickly to changes
Any previous work experience is welcome, especially in a similar role - but it’s not a requirement! We’ll teach you everything you need to know.
A strong and reliable internet connection and a suitable remote working environment without distractions
This is a fully remote position, but all work must be performed from Serbia only
Candidates must also be available to fully participate in the training and onboarding process

Как откликнуться

What to expect from onboarding:
Your onboarding starts through our e-learning platform, and during your first week, you’ll work closely with a trainer. Training lasts 2 weeks, and during this period, you’ll always have someone to guide you through your shifts. After that, you’ll be supported by your Team Lead, who also acts as your mentor.
We review applications continuously, so don’t wait! Apply as soon as possible, and we’ll get back to you shortly.

Другое

At , we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
We're on the lookout for full-time (40 hrs/week) Support Associates who speak English fluently to join our amazing Support team and be a part of our Shared Service Center, supporting multiple countries worldwide.
As a Support Associate at , your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting.
Fully remote work
Starting salary: 105000 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
5-day work week
60 minutes of paid break time - You will receive the legally required 30-minute paid break, plus an additional 30 minutes of paid break provided by us as an employee benefit
At least 25 days of paid vacation , with a possibility for additional paid days off
Private Health Insurance
15% cashback on your orders
Access to the FitPass program
2-week structured onboarding program
Structured mentoring from our Team Leads
Training sessions, workshops, and learning opportunities to enhance your skills
A clear career development path , your growth as a Support Associate is our priority! With our support, you’ll have opportunities to grow and build your career within the company
-wide training programs
Employee Assistance Program for you and your immediate family
A friendly, tolerant, and inclusive work environment
All necessary equipment for your work (laptop, monitor, headset)
Customer Support operates 7 days a week, 365 days a year, 24/7. You’ll be working in 8-hour morning, afternoon shifts or night shifts, including weekends and holidays, depending on business and organizational needs.
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.