English and Romanian Speaking Support Associate

Wolt Romania SRLCustomer support

This is a fully remote position, but all work must be performed from Romania onlyFull-TimeEntry

Salary not disclosed

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Job Details

Speak Romanian and English fluently (C1).
Have at least a high school diploma.
Be willing to work shifts, including weekends and holidays, in a 24/7 operation.
Have a strong and reliable internet connection and a suitable remote working environment without distractions.
Be available to fully participate in the training and onboarding process.
Be comfortable using new apps and systems and adapt quickly to changes.
Handle stressful situations and multiple incoming interactions while multitasking.
Make fast decisions in challenging situations and stay organized when handling complex tasks.
Bring attention to detail, patience, persistence, kindness, and empathy.
Previous work experience is welcome, especially in a similar role, but is not required.

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 according to business and queue needs.
Maintain a high-quality customer experience 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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