Client Experience Analyst

SpotOn is a cutting-edge software company dedicated to redefining the merchant services industry. SpotOn combines payment processing with customer engagement and business management solutions, giving small and medium businesses the data and tools they need to run and grow their business. Our tools increase revenue and connect businesses with their customers using rewards, deals, online reviews, website building, and data analytics. Tools like these were previously only available to big businesses with big bankrolls and their own developers, but our platform caters to neighborhood stores, independent retailers, and other small to midsize businesses. We have our service deployed in many cities across the U.S. and Mexico.

On a daily basis, you will:

• Respond promptly to client inquiries through multiple communication channels, including, but not limited to: phone, email, and/or chat, in a courteous and professional manner
• Qualifying metrics/criteria:
• Backlog & Inbox Management
• First Time Resolution
• Quality Assurance
• Additional Training
• Call Avoidance
• CSAT Detractors
• Provide accurate and effective solutions to clients, account executives, & other team member's issues, complaints, and inquiries
• Document all client interactions and transactions accurately in the database system (backlog & inbox management)
• Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
• Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
• Maintain and upkeep knowledge of SpotOn products, services, and policies

What skill are we searching for?

• 1-3 years of experience working in a call center, customer service environment, Restaurant or related field
• Excellent verbal and written English communication skills to appropriately manage both internal and external partner relationships
• Minimum high school Diploma
• Ability to work in hybrid mode: 3 days per week from the office in Kraków, 2 days per week remote work
• Strong problem-solving and critical thinking skills
• Experience with conflict resolution management techniques is highly preferred
• Excellent soft skills and diplomacy to effectively de-escalate quickly
• Ability to work under pressure and handle multiple tasks simultaneously
• Familiar with internal software applications such as CRM’s, Salesforce, Talkdesk
• Banking, finance, payment, or customer service-related industry experience desired
• Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded
• Able to create long-lasting bonds with clients and colleagues.

Nice to have:

• Verbal and written Spanish communication skills
• Previous restaurant experience is a plus

Here’s a bit about what we have to offer:

• Competitive pay: 4600-7000 PLN gross on CoE (plus bonus!)
• Possibility to earn in USD (American dollars)
• Access to e-learning platforms (O’Reilly, LinkedIn Learning)
• Fully paid private healthcare in LuxMed
• Access to the Worksmile platform with a monthly top-up 
• Bi-weekly training in Soft Skills & Hard Skills and Internal policies & procedures areas
• Company free breakfasts/lunches in the office once a week
• Group English classes with a native speaker
• New, modern, bright and comfortable office space in the city centre 
• A lot of free parking spots around the office
• Access to the company’s library
• Great working atmosphere
• Chill out room with a PlayStation, table tennis, and mini gym
• Free snacks and beverages in a kitchen
• Company parties and social activities
• Employee referral program
• Relocation Package within Poland

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.

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