Contact Centre Advisor

Our natural gas utility operates distribution mains, service lines and meters across Pomeranian Voivodeship. Line workers go through a four-year apprenticeship.

We are adding a Contact Centre Advisor to our Orders team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. The work is on site and cannot be done remotely.

Responsibilities:

• Explain bills and payment options and take payments over the phone.
• Transfer calls to the right department with a warm handoff.
• Call customers back on open issues within the promised timeframe.
• Escalate complaints that need a supervisor or another department.
• Look up orders, accounts and shipping status in the CRM and order system.
• Answer inbound calls, live chats and emails from a queue.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.

Skills and experience:

• 3+ years of customer service, retail, hospitality or call centre experience.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.

What you get:

Salary range: PLN 5,700 to PLN 7,700 per month

• Private medical care.
• Life insurance.
• Overtime paid.
• Multisport card.
• Annual bonus.

Include your expected salary and earliest start date with your application.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kowalski Biuro Projektowe sp. z o.o..