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Basic Salary: £24,784.50 per annum, paid monthly

Benefits: Employee recognition platform, progression opportunities, and an award-winning culture!

Working Hours: Monday to Friday, various shift patterns from 04:00 to 18:00  (no weekends!)

Contract Type: Permanent, full-time (37.5 hours per week)

Location: Work from Home, UK-based only

Start Date: ASAP

Are you customer-obsessed and ready to take the next step to grow your career? Foundever® is looking for a Polish Speaking Customer Service Representative to join our team, working on behalf of our Client!

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Customer Service Representative with Foundever®, you’ll deliver professional, timely, and accurate support for our client, Citibank Real Estate Services (RES). Using telephone and email, the aim of your job is to effectively use your excellent customer service skills to assist Citibank employees with their facilities related requests and advise them on procedure to give the best resolution. 

You will work as part of a multilingual team, using your Polish and English language skills to support customers.

Primary responsibilities:

• You will play an integral role in delivering a superior customer service experience through various channels.
• Respond to enquiries by phone and email in both Polish and English, ensuring care and efficiency and within the given timescales.
• Develop and maintain a full knowledge of Client products and services.
• Take responsibility to investigate and track cases or escalate to a senior member of staff as required.
• Ensure that cases and calls are logged in accordance with Client and Foundever® guidelines and procedures. 
• Consult product manuals and knowledge bases, advising customers of appropriate options and solutions.
• Act as a representative for the company, providing first class support.
• Provide feedback upon resoling incidents by looking at the root cause of the issue and suggest process/procedure improvements where possible.

What skills and experience will I need to succeed?

You could be a great fit for this role if you have:

• Excellent communication skills (verbal and written) to a fluent standard of English and Polish, with an ability to personalise communications.
• Previous customer service experience in a contact centre is highly advantageous, however full training will be given.
• Impeccable attention to detail and accuracy is needed at every level and aspect of the consumer journey.
• Strong organisational skills with the ability to prioritise tasks.
• Good computer literacy with working knowledge of Microsoft Office.
• Minimum typing speed of 20 words-per-minute (WPM) on a computer keyboard.
• Ability to remain calm in challenging situations, work on your own initiative, and under pressure to achieve deadlines.
• Ability to work flexibility as part of a wider team, seeing the bigger picture and recognising its impact on the customer experience.
• Self motivated and proactive, must be prepared to investigate and liaise with internal and external operations to resolve cases.

Who is Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®?

At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from YOU!

Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

Work from home requirements

This role is only offered on a Work from Home basis, however electronic equipment is provided by us. To be eligible to work from home, you must meet the below requirements:

• You must have a wired/Ethernet broadband connection with a minimum of 20Mbps download and 10Mbps upload speeds (4G/5G connections are not supported).
• You must have a secure, private area to work from, with a desk and chair, and no distractions or background noise. This cannot be in a shared space, nor can any other devices be present during working hours (including smart listening devices in the room, such as mobile phones, or any voice command tech). You must also not use any pen/paper or any writing materials. No other people, such as dependants can be in the same room during working hours.

Any job offers are also subject to a Disclosure and Credit check being passed successfully.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognize and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at UKjobs@foundever.com. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the 'Apply now' button on this advert. Any applications sent to this email address will not be considered.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever® and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.