Support Associate
New
W
WoltDelivery services
This is a fully remote position, but all work must be performed from Serbia only, 24/7 operations, requires availability for morning, afternoon, and night shifts including weekends and holidays.Part-TimeEntry
SalaryStarting salary: 52500 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
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Job Details
- Languages
- Serbian and English (C1)
- Required Skills
- Problem SolvingMultitaskingCustomer support
Requirements
- Fluent in both Serbian and English (C1 level)
- High school diploma
- Ability to work in shifts, including weekends and holidays (24/7 operations)
- Strong multitasking ability and quick decision-making skills
- Great attention to detail and ability to handle stressful situations
- Comfortable with new apps and systems
- Strong and reliable internet connection
- Suitable remote working environment without distractions
- Ability to participate in a 2-3 week structured training and onboarding process
Responsibilities
- Handle customer, courier, and merchant inquiries through live chat, phone, and email support
- Resolve escalations, operational issues, and time-sensitive cases quickly and professionally
- Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs
- Maintain a high-quality customer experience by using empathy, clear communication, and Wolt's tone of voice
- Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines
- Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools
- Stay up to date with new processes, market changes, training materials, and internal updates
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