Customer Service Specialist

пре 23 сати
Srbija Sim Local Рад на даљину Пуно радно време
About Sim Local At Sim Local, we help travellers stay connected across 200+ destinations through eSIMs and SIM cards. We're a fast-moving team and we care deeply about the experience we deliver — which is why we're looking for someone who does too. Our mission is to make global communication more accessible, affordable, and seamless for travellers and partners everywhere. The role We're looking for a Customer Support Specialist to join our remote support team covering UK & Ireland time zones. You'll handle customer conversations across chat, WhatsApp, and email, uphold high service standards, and help us deliver a best-in-class experience for travellers. Schedule
• Variable shift pattern within 07:00–22:00 UK/Ireland time
• 5 shifts per week with 2 days off
• Weekend and bank holiday availability required (rota basis)

What you'll do
• Handle customer enquiries via Zendesk across chat, WhatsApp, and email
• Resolve issues, manage complaints, and follow through to closure
• Manage multiple live conversations simultaneously with accuracy and pace
• Hit and exceed KPIs including CSAT, first response time, and resolution time
• Work closely with Retail, Operations, Sales, and external stakeholders
• Own troubleshooting, escalations, and refunds end-to-end What you'll bring
• A customer-first mindset and strong problem-solving instincts
• Tech-savvy with the ability to pick up new tools quickly
• Clear, precise written communication and great attention to detail
• Previous customer support experience (required)
• Fluent English (required)
• SIM, eSIM, or telco support experience is a plus

What we offer
• Fully remote role (contractor)
• A supportive team and work that directly shapes the customer experience

How to apply
Send your CV and a short cover letter telling us why you're a great fit to careers@simlocal.com with the subject line "Customer Support Specialist – Remote".

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