Customer Service Specialist - 2nd line

About Us

At ZEN, we believe that payment processing should be as effortless as taking a breath—essential to exist but barely noticeable at all. Our goal is to make everyone’s finances velvety smooth thanks to a truly peaceful payment platform. We are committed to delivering exceptional customer experiences and continuously improving our services. Join us in shaping the future of financial technology.

Role Overview

We are looking for a dedicated and customer-focused 2nd Line Agent to join our team! As a Second Line Support Agent at ZEN.COM , you will be directly interacting with our customers to resolve their more complex issues and enhance their experience with our services. This role requires a blend of technical proficiency, empathy, and proactive problem-solving skills to ensure that customers feel valued and supported.

Key Responsibilities

• Timely and qualitative execution of tasks and objectives set by management and within the department’s scope of work.
• Provide exceptional customer service through various channels, including email/ticketing systems, live chat, and telephone.
• Enrich and maintain both the internal knowledge base and the customer-facing knowledge base.
• Ensure customer satisfaction by addressing complaints and support requests in accordance with legal regulations and company policies.
• Effectively handle and resolve complaints while ensuring all relevant processes are followed.
• Collaborate with other departments to resolve issues and discrepancies in a timely manner.
• Analyze the root causes of customer complaints and propose preventive measures to avoid recurrence.
• Prepare and provide periodic and ad hoc reports, documents, and information as required by management, the Board of Directors, or authorities.
• Contribute to enhancing the company’s image and reputation among both Polish and international customers.
• Engage in projects aimed at improving departmental efficiency and effectiveness.
  
  

What You’ll Need

• Experience in customer service or support, ideally in a 2nd line support role.
• Strong communication skills, both written and verbal, in Polish and English (C1)
• Ability to handle complex queries and provide solutions in a professional manner.
• Availability to work on a rotating schedule across a 7-day work week - morning, evening, or night shifts, depending on project needs
• Strong analytical and problem-solving skills.
• Proactive approach to improving customer service and internal processes.
• Knowledge of company regulations, policies, and industry standards related to customer support.
• Ability to work effectively under pressure and meet deadlines.
  
  

What We Offer

• Competitive Salary and Benefits Package: Including private medical healthcare, a Multisport card, and life insurance.
• Professional Development: Opportunities for growth and development within a dynamic and innovative company.
• Supportive Environment: A collaborative and supportive team environment where your contributions are valued and encouraged.
• Remote Work: You can work 100% remotely or if you prefer, from one of our offices in Rzeszów, Kraków, Białystok, Warszawa, Gdańsk.