Polish Speaking Customer Experience Coordinator - Athens (Remote in Greece)

The Polish Speaking Customer Experience Coordinator at The House of Mercier will primarily act as the main support for Polish-speaking customers. This includes addressing inquiries about FinTech products via phone, email, and chat. You will be responsible for resolving issues, collecting customer feedback, collaborating with internal teams for customer satisfaction, documenting interactions for quality assurance, and staying informed about product developments.

To qualify for the Polish Speaking Customer Experience Coordinator position at The House of Mercier, candidates should be fluent in both Polish and English. Experience in customer support, particularly within the technology or FinTech sector, is essential. Strong problem-solving skills, the ability to communicate complex technical information clearly, and familiarity with CRM systems or customer support software are also beneficial.

The House of Mercier is committed to the professional development of its employees. The Polish Speaking Customer Experience Coordinator position includes comprehensive training programs designed to enhance skills and knowledge, regular performance evaluations, and opportunities for advancement within the company, ensuring employees have the resources they need to grow their careers.

The work environment for the Polish Speaking Customer Experience Coordinator at The House of Mercier is dynamic and fast-paced, with the benefit of remote flexibility. Employees are encouraged to collaborate effectively with team members and maintain proactive communication with customers, creating a supportive and engaging atmosphere.

The House of Mercier offers a comprehensive benefits package for the Polish Speaking Customer Experience Coordinator, including private health insurance, a competitive salary, training and development programs, a performance bonus, and a fully paid relocation package if applicable. Employees also enjoy the benefit of receiving two extra salaries per year!

In a fast-paced environment, it's essential to assess the urgency and importance of customer inquiries. I prioritize by addressing any technical issues that could disrupt service first, then I handle general questions. Effective communication is key to ensuring customers feel valued while waiting for resolution, which builds trust.

I recall a specific instance where a Polish customer faced difficulties accessing their account. I actively listened to their concerns, analyzed the technical glitches, and provided step-by-step instructions to resolve it. Following the resolution, I followed up to ensure everything was functioning correctly, which not only resolved the issue but also strengthened customer loyalty.

Effective communication involves understanding each client’s unique perspective. I focus on using clear, simple language and confirm their understanding throughout the conversation. I also actively listen to their concerns and adapt my communication style to suit their needs, demonstrating empathy and professionalism.

Gathering customer feedback can be achieved through surveys and direct conversations. I encourage customers to share their thoughts at the end of our interactions and propose periodic surveys to assess their overall satisfaction, which provides valuable insights into areas for improvement.

I prioritize staying informed by regularly attending training sessions, reading company updates, and following industry trends in FinTech. Additionally, I engage with colleagues to share insights and learn from their experiences, which helps ensure I'm well-prepared to support customers effectively.

I once handled a situation where a customer was frustrated due to a service outage. I listened attentively to understand their concerns, empathized with their situation, and assured them that their issue was being addressed. I followed up with updates and offered a temporary solution, turning a negative experience into a positive one.

Essential qualities include excellent communication skills, empathy, problem-solving abilities, and a strong understanding of the technology or FinTech sector. Adaptability to changing circumstances and a proactive attitude are also crucial to excel in this role.

I can leverage customer feedback by analyzing common pain points and collaborating with the team to implement necessary changes. This feedback can guide improvements in products and services, directly enhancing overall customer experience and satisfaction.

Building strong customer relationships requires consistent communication, follow-ups after resolving issues, and personalized service. I would also engage with customers on a regular basis to seek their feedback and demonstrate that their opinions are valued.

The most challenging aspect is managing expectations during high-pressure situations, such as system outages. It requires balancing empathy and providing accurate information while working diligently to resolve the issue, ensuring that customers feel supported throughout the process.