Customer Support Specialist at Infotree Global Solutions

Capon Bridge, West Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Inquiries Handling, Phone Support, Webchat Support, Ticket Management, Service Guidelines Adherence, Issue Resolution, Internal Systems Usage, Knowledge Base Utilization, First-Contact Resolution, Conflict Resolution, Time Management, SLA Adherence, CSAT Goal Achievement, Case Documentation, GDPR Compliance, English Fluency

Industry

Staffing and Recruiting

Description

For our client in Poland (Warsaw) we are looking for a Customer Support Specialist to join the team in a hybrid working model. Location: Warsaw Working model: hybrid (4 days/week onsite) Contract type: CoE/B2B Project duration: 7 months About the client Our client is a large, family-owned global business best known for producing chocolate, snacks, pet food, and veterinary services. Founded in the early 20th century, it operates across food, pet care, and health sectors, with many iconic consumer brands sold worldwide. It emphasizes long-term ownership, private governance, and guiding principles focused on quality, responsibility, and sustainability. Key responsibilities: • Handle customer inquiries through multiple intake channels (Phone, Webchat & Tickets) following established procedures and service guidelines. • Support customers across different countries while ensuring high-quality service delivery and clear communication. • Resolve issues efficiently by using internal systems, knowledge bases, and documented workflows. • Guide customers on processes, tools, and services to promote first-contact resolution and self-service whenever applicable. • Maintain professionalism during challenging interactions and manage dissatisfied customers with empathy and confidence. • Prioritize daily workload to meet SLA targets, CSAT goals, and productivity metrics while ensuring timely responses to chats and calls. • Work collaboratively with team members and support groups to resolve complex cases. • Monitor open cases and proactively update customers on progress or available workarounds. • Maintain accurate documentation and contribute to continuous process improvement. • Identify recurring issues and support root cause analysis of service failures. • Ensure all customer data is handled according to confidentiality standards and data protection laws (GDPR compliance). • Maintain high accuracy in case documentation and system updates. What are we looking for? • Bachelor’s degree or equivalent experience (preferably in Business, Communications, or Customer Service). • 1+ year of experience in a Contact Center / Customer Support / Shared Services environment. • Experience supporting customers via phone, chat, and ticketing systems. • Ability to work with multiple systems (CRM tools, ticketing platforms, internal databases). • Strong ability to follow procedures and handle repetitive tasks with high accuracy. • Excellent conflict resolution and customer interaction skills. • Ability to work under pressure in a fast-paced environment with strong time management skills. • Ability to handle confidential and sensitive customer information responsibly. • Fluency in English (C1 level) and Polish (native). • Strong communication, listening, and problem-solving skills.

Responsibilities

The specialist will handle customer inquiries across phone, webchat, and tickets, ensuring high-quality service delivery while efficiently resolving issues using internal systems and documented workflows. Key duties include meeting SLA targets, managing dissatisfied customers professionally, and proactively updating customers on case progress.