Customer Care Representative & Verification Researcher

  • Customer Support
  • Kraków, Poland

Customer Care Representative & Verification Researcher

Job description

For one of our partners, a company which provides screening services for their clients, we are looking for a team of Customer Care Representatives and Screening Specialists for their new office in Kraków.


If you are looking to grow your career in a culture that is ready for innovative thinkers, then this job is one for you! Join a multilingual team of Customer Care Representatives and Verification Researchers to grow your career in a multinational environment, where you will be able to develop your language skills and grow within the company.


Key information

Location: Krakow, office located within 3km from the centre

Contract type: permanent contract

Working model: office-based

What will you be doing as a Screening Specialist / Verifications Researcher?

  • Communicating with companies, educational institutions and professional bodies across the EMEA region via email and telephone
  • Processing check results in conjunction with our client requirements
  • Actively working with clients and their candidates to resolve any issues that arise from the process
  • Conducting analysis of candidates’ backgrounds
  • Reviewing case files to ensure that we maintain high quality, accurate and efficient service
  • Responding to incoming emails, phone calls and requests
  • Obtaining feedback from quality control
  • Ensuring all data protection and privacy legislation is adhered to
  • Completing translations of various media on request to a high standard


What will you be doing as a Customer Care Representative?

  • Responding to inbound enquiries via telephone and email from clients and candidates in a timely manner
  • Ensuring that deadlines and Service Level Agreements are met
  • Providing a high quality level of customer care
  • Taking full ownership of all queries, providing a prompt resolution
  • Managing client and candidate expectations throughout the background screening process, through clear and professional communication
  • Following the correct escalation paths to liaise with Operational and Technical support teams
  • Thoroughly and accurately documenting all contacts in relevant systems
  • Contributing to the continuous improvement of systems, processes and procedures
  • Ensuring all data protection and privacy legislation is adhered to

Requirements

For the Screening Specialist / Verifications Researcher role:

  • Fluent Verbal and Written Language skills in English + another language (Polish, German, Spanish, French, Italian, Romanian, Russian, Hungarian)
  • Ability to work efficiently in with Microsoft Office – Excel, Word, Outlook
  • Having strong decision-making skills
  • Able to plan, organise and prioritise a high level of work
  • Enjoys communicating with people from different backgrounds and experiences
  • Able to work with sensitive and confidential information
  • Thrives in a customer focused, fast-paced environment
  • Able to collaborate within and across multiple teams

For the Customer Care Representative role:

  • Fluent Verbal and Written Language skills in English + another language (Polish, German, Spanish, French, Italian, Romanian, Russian, Hungarian)
  • 1+ Year relevant experience of working in a Customer Care environment
  • A professional telephone manner and an exemplary level of customer service
  • Strong listening skills and attention to detail
  • Excellent time management and organisational skills
  • Ability to collaborate within and across teams
  • High level of computer literacy and the ability to work in a Microsoft Office environment


What you can expect

  • working in a multinational environment
  • being part of fast-paced, diverse teams who deliver high quality service to our wide range of regional and global clients
  • support of your line manager and opportiunities to develop your skills
  • attractive salary and competitive benefits package