For our client in Poland (Warsaw) we are looking for a Customer Support Specialist to join the team in a hybrid working model.
Location: Warsaw
Working model: hybrid (4 days/week onsite)
Contract type: CoE/B2B
Project duration: 7 months
About the client
Our client is a large, family-owned global business best known for producing chocolate, snacks, pet food, and veterinary services. Founded in the early 20th century, it operates across food, pet care, and health sectors, with many iconic consumer brands sold worldwide. It emphasizes long-term ownership, private governance, and guiding principles focused on quality, responsibility, and sustainability.
Key responsibilities:
• Handle customer inquiries through multiple intake channels (Phone, Webchat & Tickets) following established procedures and service guidelines.
• Support customers across different countries while ensuring high-quality service delivery and clear communication.
• Resolve issues efficiently by using internal systems, knowledge bases, and documented workflows.
• Guide customers on processes, tools, and services to promote first-contact resolution and self-service whenever applicable.
• Maintain professionalism during challenging interactions and manage dissatisfied customers with empathy and confidence.
• Prioritize daily workload to meet SLA targets, CSAT goals, and productivity metrics while ensuring timely responses to chats and calls.
• Work collaboratively with team members and support groups to resolve complex cases.
• Monitor open cases and proactively update customers on progress or available workarounds.
• Maintain accurate documentation and contribute to continuous process improvement.
• Identify recurring issues and support root cause analysis of service failures.
• Ensure all customer data is handled according to confidentiality standards and data protection laws (GDPR compliance).
• Maintain high accuracy in case documentation and system updates.
What are we looking for?
• Bachelor’s degree or equivalent experience (preferably in Business, Communications, or Customer Service).
• 1+ year of experience in a Contact Center / Customer Support / Shared Services environment.
• Experience supporting customers via phone, chat, and ticketing systems.
• Ability to work with multiple systems (CRM tools, ticketing platforms, internal databases).
• Strong ability to follow procedures and handle repetitive tasks with high accuracy.
• Excellent conflict resolution and customer interaction skills.
• Ability to work under pressure in a fast-paced environment with strong time management skills.
• Ability to handle confidential and sensitive customer information responsibly.
• Fluency in English (C1 level) and Polish (native).
• Strong communication, listening, and problem-solving skills.
Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents.
Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies, and some of the world’s largest nonprofit organizations. Our sustained growth is attributed to our focus and commitment to our thousands of full-time professionals. In today’s market, where high-quality dedicated individuals are in demand; Infotree Global recognizes that an emphasis on understanding, achieving, and exceeding our employee’s goals, aspirations and overall experience is paramount. This “people over profits” mindset has yielded tremendous success for our employees and clients. Our employees have a vast array of assignments available across the world to help achieve and exceed their career goals and our clients have motivated, dedicated, and hardworking professionals on their team. We are here to help the best talent work with the greatest companies to produce innovative results in a variety of industries including but not limited to IT, Engineering, Clinical, Skilled Trades, Finance and Accounting.
Our mission’s success is supported by several industry awards and accolades. If you are looking for a committed and understanding partner, your search ends here.
