Business Support Specialist Polish

As a Business Support Specialist at Mollie, your primary responsibilities include serving as the first point of contact for Polish-speaking customers, assisting them with queries regarding pricing and onboarding, providing technical support, and collecting valuable feedback to enhance our service. You'll also be looking for innovative ways to improve our customer experience, ensuring that you proactively identify common queries and address them effectively.

To become a Business Support Specialist at Mollie, you need to be fluent in Polish and English, possess a positive can-do attitude, and thrive in a high-performance environment. Additionally, familiarity with technology and payment solutions, particularly in the eCommerce market, will greatly benefit your role. Experience in problem-solving and a commercial mindset are also valued.

The work schedule for a Business Support Specialist at Mollie is from Monday to Friday, between 8:30 AM and 5:00 PM. This setup allows for a healthy work-life balance while providing full-time support to our customers.

Mollie offers an attractive benefits package for Business Support Specialists, including a competitive base salary, lunch vouchers, a well-being budget, a public travel allowance, annual performance bonuses, and fully covered health insurance. We also provide opportunities for professional growth through various internal training programs.

Success for a Business Support Specialist at Mollie is defined by your ability to provide exceptional customer service, meet performance targets, contribute to the improvement of support processes, and participate actively in the growth of new markets. Your eagerness to learn and apply feedback is also crucial to our team's success.

When handling customer complaints, I begin by listening actively to the customer's concerns and empathizing with their situation. I then clarify the issue to ensure I fully understand, provide a resolution or workaround, and follow up to ensure they are satisfied with the outcome. My goal is to turn a negative experience into a positive one.

In a previous role, I encountered a situation where multiple clients faced issues with our payment processing. I gathered data on the commonality of their problems, identified a workaround, and communicated this to the affected clients while also ensuring that the issue was addressed with our technical team. This not only resolved the immediate complaints but also led to long-term improvements in our service.

To improve customer experience, I would analyze frequently asked questions and feedback from clients to create self-service resources. Additionally, regular training sessions for the support team can enhance our skills, ensuring we consistently meet customer needs effectively and promptly.

I prioritize my work by assessing the urgency and impact of each query. I focus on issues that prevent customers from utilizing our services effectively while balancing routine inquiries. Utilizing a task management tool helps me stay organized and ensures nothing falls through the cracks.

I have previous experience working in an eCommerce environment where I managed customer inquiries regarding payment setups and troubleshooting. This experience gave me valuable insights into the challenges clients face and the importance of seamless payment solutions.

At my last job, I noticed our response times were lagging due to repetitive inquiries. I proposed creating a knowledge base of answers to frequently asked questions which allowed my colleagues to find answers quickly. This initiative not only improved our response time but also reduced the overall support load.

I stay updated by following industry blogs, participating in relevant webinars, and joining professional networks. These resources provide valuable insights into trends, emerging technologies, and customer expectations, which can help me provide the best support possible at Mollie.

I would start by understanding the customer's needs and challenges. Based on this understanding, I would explain how specific services can add value to their business operations. I believe that a consultative approach creates greater trust and can lead to successful upselling without it feeling pushy.

The most important quality for a Business Support Specialist is empathy. Understanding our customers' perspectives allows us to address their concerns more effectively and build stronger relationships, which is crucial in maintaining customer satisfaction at Mollie.

I admire Mollie's mission to simplify payments for businesses and the emphasis placed on customer experience. The company’s innovative approach and commitment to create a supportive workplace align with my professional values, making it a great fit for my skills and aspirations.