Customer Care Specialist

Accountabilities:: Respond promptly and professionally to customer inquiries through designated channels, including chat and email. Provide clear and accurate information about products, services, processes, and customer requests. Investigate and resolve customer issues, collaborating with relevant internal teams when specialized support is required. Document customer interactions accurately and maintain complete records of requests and resolutions. Monitor and consistently meet established individual quantitative and qualitative performance targets. Collect, document, and communicate customer feedback to relevant teams to support service and product improvements. Prioritize incoming requests effectively to ensure timely and high-quality responses. Maintain a strong understanding of products, internal processes, support procedures, and available tools. Contribute proactively to improvements in customer service workflows and the overall customer experience. Requirements: Upper-Intermediate English proficiency or higher, with strong written and verbal communication skills. Excellent interpersonal skills and the ability to communicate effectively with a wide range of customers, including dissatisfied or frustrated users. Strong empathy and the ability to understand customer needs, concerns, and perspectives. Excellent listening and attention-to-detail skills, including the ability to ask relevant questions and accurately identify the underlying issue. Strong emotional resilience and the ability to remain calm, professional, and constructive during challenging or conflict situations. Good organizational and time-management skills, with the ability to prioritize multiple requests and respond within expected timeframes. Collaborative mindset and the ability to work effectively with colleagues and cross-functional teams to resolve customer issues. Openness to new challenges, constructive feedback, and opportunities to improve processes and ways of working. Good general computer literacy and confidence using email, chat applications, and other standard workplace software. German language skills are an advantage. Previous customer support experience is preferred but not essential. Experience with CRM systems, omnichannel customer service platforms, or similar tools is a plus. Previous experience in iGaming or another digital customer-service environment is advantageous. Benefits: Full-time, fully remote working arrangement with the flexibility to work from a comfortable and secure location. Access to company hubs in Kyiv and Warsaw for those who prefer an office environment. 20 paid working days off per year, alongside paid sick leave. Medical insurance with access to leading healthcare providers. Coverage for psychological support through the Pleso platform. Monthly Benefit Café allowance that can be used for hobbies, sports, wellness, and other personal interests. Team-building activities, workshops, corporate events, and other employee experiences. Individual learning and development budgets for courses and professional training. Corporate English classes, workshops, and access to an online learning library. Structured career development through performance reviews, mentoring programs, training, and other growth opportunities. Collaborative and open working culture that encourages initiative, feedback, autonomy, and continuous improvement. Opportunities to work with modern technology and contribute to the automation and improvement of customer support processes. A flexible environment with limited bureaucracy and freedom to take ownership of your work.