English speaking Support Associate (Part-Time, Remote)

About the Role

Join Wolt as an English-speaking Support Associate to ensure exceptional customer experiences by providing timely and professional assistance to our users.

Responsibilities

• Handle customer, courier, and merchant inquiries via live chat, phone, and email.
• Resolve escalations, operational issues, and time-sensitive cases efficiently.
• Support multiple Wolt markets and user types based on business needs.
• Maintain high-quality customer interactions using empathy and Wolt's brand voice.
• Adhere to internal processes, policies, and operational guidelines.
• Utilize various support platforms, communication channels, and knowledge bases.
• Stay updated on new processes, market changes, and training materials.

Requirements

• Excellent communication skills and patience.
• Persistence, kindness, and empathy in problem-solving.
• Strong attention to detail and focus.
• Ability to handle complex tasks, think quickly, and stay organized.
• Capacity to manage stressful situations and multitask effectively.
• Skill in making fast decisions under pressure.
• Understanding of the importance of excellent customer experience.
• Fluency in both Serbian and English (C1 level).
• High school diploma or equivalent.
• Willingness to work in shifts, including weekends and holidays (24/7 operation).
• Comfort with new apps and systems, with quick adaptation to changes.

Nice-to-Haves

• Previous work experience, especially in a customer support role.