Customer Care Specialist

Role Overview

We are seeking a Customer Care Specialist based in Ireland for a fully remote position. This role focuses on delivering effective, courteous, and professional support to a diverse international clientele. You will serve as a primary contact for customers, handling inquiries via chat and email, aiming to provide resolutions promptly and efficiently.

Key Responsibilities

• Respond swiftly and professionally to customer questions across various communication channels including email and chat.
• Offer clear, precise details about products, services, and customer-related processes.
• Investigate and solve customer problems, collaborating with internal departments when issues require specialized knowledge.
• Keep accurate and thorough documentation of all customer interactions and resolutions.
• Meet both qualitative and quantitative individual performance objectives consistently.
• Gather and relay customer feedback to teams to drive service and product enhancements.
• Effectively prioritize incoming service requests to maintain high standards and promptness.
• Maintain a solid understanding of company products, internal workflows, and support tools.
• Actively contribute suggestions to optimize customer service procedures and overall customer experience.

Candidate Qualifications

• Proficiency in English at an upper-intermediate level or better, with excellent oral and written communication skills.
• Exceptional interpersonal abilities, capable of engaging successfully with a broad customer base including dissatisfied clients.
• Demonstrates empathy to understand customer perspectives and concerns deeply.
• Strong attentive listening and detail-focused problem identification skills.
• Emotional resilience to maintain professionalism and composure under challenging circumstances.
• Effective organizational skills and the ability to manage multiple priorities and deadlines.
• A cooperative approach, excelling in teamwork and cross-department collaboration.
• Willingness to embrace new challenges, accept feedback constructively, and seek process improvements.
• Comfort and confidence with general computer use, including email, chat platforms, and standard office software.
• German language proficiency is a beneficial asset.
• Prior experience in customer support is favorable but not mandatory.
• Familiarity with CRM systems, multi-channel customer service platforms, or related tools is advantageous.
• Experience in iGaming or other digital customer service environments is a plus.

Employee Benefits

• Full-time remote work setup offering flexibility and comfort.
• Option to use company offices located in Kyiv and Warsaw for those who prefer onsite environments.
• Entitlement to 20 paid vacation days annually plus sick leave coverage.
• Medical insurance plans with access to top healthcare providers.
• Psychological support provided through a dedicated platform.
• Monthly allowance for wellness, hobbies, sports, and personal interests.
• Team-building exercises, seminars, and corporate event participation.
• Allocated budgets for personal learning and upskilling courses.
• English language classes, workshops, and access to various online learning resources.
• Structured career progression support via reviews, mentorship programs, and training opportunities.
• Open culture encouraging autonomy, feedback, continuous improvement, and innovation.
• Engagement with new technology and opportunities to assist in automation of customer support processes.
• A flexible, low-bureaucracy environment promoting ownership and initiative.