Job Description

At Rohlik, Customer Care is one of the reasons we’re a love brand Customers regularly praise our service on social media — because we’re fast, human, and we actually care.

As a Customer Care Specialist, you’ll be on the front line of that experience. You’ll help customers via phone, email and chat, handle the more complex situations (including cases AI can’t solve), and make sure every interaction ends with a customer who feels heard and helped.

Why this role is exciting

• You’ll represent a brand known for exceptional customer service — and help set the standard every day.

• You’ll work with real people and real situations — problem-solving, not scripts.

• You’ll handle both inbound and outbound communication, not just replies.

• You’ll join a team that supports each other and takes pride in doing things properly.

• Hybrid setup: After onboarding (typically 1–2 months), home office is possible — often 3–4 days per week, depending on shift coverage and operational needs.

What you’ll do

• Communicate with customers through email, phone and chat (inbound and outbound)

• Resolve requests such as delivery time/address changes, item modifications, or contact detail updates

• Help customers when something goes wrong — late orders, delivery issues, complaints

• Coordinate with couriers to support successful and timely deliveries

• Work closely with other teams (Logistics, Procurement, etc.) to solve problems fast

• Provide accurate information about products and services

• Capture customer feedback and share it to improve our service

• Use your authority to compensate complaints with credits within defined limits

• Contribute to a positive team atmosphere — Customer Care is a team sport
  

What we’re looking for

• Experience from customer service or customer-facing roles

• German is a must (advanced level) — written and spoken

• English at least B2 level — written and spoken

• Czech/Slovak is preferred / strong advantage (written and spoken)

• Strong communication skills and a naturally customer-oriented approach

• Stress resilience and the ability to handle conflict situations calmly

• Quick learner, comfortable with basic tools (Google Workspace)

• You can think outside the box and find the best solution for the customer

• Willingness to work in shifts is required, the role may include work on weekends

What’s in it for you

• Fair reward - You’ll get a strong fixed salary. Great work is rewarded clearly and fairly.

• Good food every day - You’ll enjoy a free lunch every day and fresh fruit & veggies in the office. Because good food fuels great work.

• Life, not just work - Hybrid setup: After onboarding (typically 1–2 months), home office is possible — often 3–4 days per week, depending on shift coverage and operational needs. And unlimited paid vacation based on trust.

• Personal growth - You’ll grow as fast as Rohlik does. Every challenge is a chance to learn and make an impact.

• Real impact - What you do here matters. You’ll see your work changing how people eat and live — from day one.

• Recognition among colleagues - Your effort won’t go unnoticed. You can recognise others (and be recognised) through peer credits to use in our internal cafeteria.

• Xtra membership - You’ll get free Xtra membership and 10% cashback on everything you buy on Rohlik.cz

• Sport & wellbeing - You’ll stay active with company sports challenges or a subsidised Multisport card

• A team that sticks together - You’ll work with people who move fast, support each other and celebrate wins together.

• If this sounds like you…You’re someone who takes ownership, acts fast and gets things done. Ready to bake something great with us?