Job description
Description
We’re seeking team-oriented individuals who are passionate about supporting customers and feel energized in a fast-paced setting. You express yourself clearly in English and German, remain composed in challenging situations, and tackle problems with empathy and a solution-driven mindset. You’re structured, attentive to detail, and able to juggle multiple tasks while always keeping the customer experience as your top priority.
About the Team
The Customer Care Team, made up of 20+ people, supports Tylko customers from product configuration to delivery and assembly, answering questions along the way. They provide multilingual assistance and ensure an exceptional experience through clear communication.
The team values collaboration, learning, and a customer-first approach, working across departments to solve challenges and improve processes. Joining means becoming part of a dynamic, supportive environment where your ideas help shape great customer journeys.
Once you join our Team you will be responsible for:
Responding to customer inquiries through all available communication channels (phone, email, messaging platforms and social media), while maintaining the highest standards of service quality and customer satisfaction
Assisting customers with sales-related inquiries, providing product information, and supporting the ordering process to enhance customer experience and contribute to revenue growth
Maintaining positive customer relationships by proactively communicating updates and providing clear, helpful information throughout the resolution process.
Handling complex customer issues and complaints that require cross-functional collaboration across departments, ensuring timely, empathetic, and effective resolution to maintain high customer satisfaction.
Sharing customer feedback with other teams to highlight common issues, pain points, and improvement opportunities
Supporting knowledge management by updating and maintaining customer service processes, suggesting improvements based on customer feedback, and documenting best practices to enhance team efficiency and service quality.
Taking part in additional projects and initiatives as needed
Why Tylko?
Being a part of the Tylko team goes beyond clocking in every day and keeping your head down. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard, and provide the following great benefits for every single member:
One bonus day off every month
Comprehensive healthcare
Multisport
A discount on all Tylko products
And of course, a dog-friendly office!
Requirements
What we’re looking for:
Fluent in English (C1), German (C1) and Polish (C1).
Previous experience in customer care, preferably in 2nd level support, with proven ability to handle complex issues, including complaints and escalations.
Excellent oral and written communication skills
Customer-first approach to complex problem-solving
Strong organizational skills and attention to detail
Ability to multitask and prioritize effectively
Friendliness, patience, and teamwork skills with the ability to work well with diverse people
Availability to work shifts (8 am to 20 pm) CET
Availability to work from our Warsaw office at least once every three months, and additionally when required for key projects or important training.
