English speaking Support Associate
New
W
WoltDelivery Services
This is a fully remote position, but all work must be performed from Serbia only, 24/7 operationFull-TimeEntry
Salary52500 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
- MultitaskingCustomer support
Requirements
- Fluent in Serbian and English (C1)
- High school diploma
- Excellent communication skills
- Patience, kindness, and empathy
- Strong attention to detail and ability to multitask
- Ability to make fast decisions in challenging moments
- Willingness to work in shifts, including weekends and holidays (24/7 operation)
- Comfortable learning and using new apps and systems
- Strong and reliable internet connection for remote work
- Must be based in Serbia
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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