Contact center specialist in Uklon

Uklon is a product IT company that develops a leading ride-hailing service. Every day, the powerful Uklon team pumps one of the largest infrastructures in the market of Ukraine and beyond, ensuring the interaction of drivers and riders.

We create a highload product, behind which are hidden ambitious technological challenges, continuous innovations and non-obvious moves. Our work framework is to test new hypotheses, push your ideas and use the latest technology stack.

Join us as a Contact Center Specialist.

The income of our teammates is on average UAH 30,000, with the possibility of reaching UAH 38,000 depending on the results.

Hiring process:Introduction, interview with the hiring team and training (8 days)

What we offer specifically for this role:

• cooperation with a Ukrainian company that competes equally with well-known global brands

• official employment

• stable compensation above the market, bonuses for high work results

• working with modern tools used by leading IT companies (Google workspace, slack, corporate CRM, Jira, Confluence) and the company's resources necessary for completing tasks and achieving goals

• working in a stable and self-sufficient team of professionals, where every teammate is important

• the possibility of career and professional growth both within the team and within the company

• active recreation with colleagues: various sports events, master classes, days of goodies in the office, raffles for tickets to concerts, festivals, etc.

• a corporate psychologist who will always help maintain the psychological state

• corporate culture of the company in which everyone has an influence on the processes

• work with products that you use yourself and see the results of your work

• annual bonus for meeting the company's goals

• regular performance & salary review

How exactly can you influence the development of the company:

• provide customers with quick and high-quality advice on the company's products and services

• solve problem situations and efficiently handle user requests

• register and process customer requests in the CRM system

• interact with other departments to escalate and resolve complex requests through the Service Desk or CRM system

• provide timely feedback to customers if their request is resolved

• adhere to service quality standards and customer service algorithms

• perform personal KPIs and achieve required performance metrics

• constantly learn, develop and become familiar with product and internal process updates

• adhere to confidentiality standards when working with personal customer data

Challenges for three months:

• familiarize yourself with the company's products, processes and standards

• master all the tools used by the department

• provide fast and high-quality support to users

• achieve personal performance KPI

• increase theiru and customer satisfaction, contributing to their loyalty to the company.

• interact effectively with internal teams for prompt resolution of appeals

• provide WOW-service to users during consultations and solving requests

To achieve results, you will need:

• understanding of the principles of quality customer service and awareness of the importance of creating a positive experience for the client

• desire to develop in in the field of customer support and improve communication skills

• digital skills at a high level (confidence in using a PC, mastery of high typing speed)

• developed communication skills (active listening, the ability to understand the client's needs, find cause-and-effect relationships to solve complex situations, orientation to resolving the appeal to ensure a high level of service provision)

• possession in the Ukrainian language at a high level

• ability to work in multitasking conditions (speed of operational processing of a request)

• experience of working as a support specialist in a contact center (in-house or outsource) - will be an advantage

• experience of working with CRM and the ability to use it effectively - will be an advantage

How do you regulate your working hours?

• flexible work schedule: every month you can submit your desired work schedule - on average 80% of requests are confirmed

• the working day lasts for 9 hours (8 working hours, lunch of 30 minutes and two breaks of 15 minutes each)

• the beginning of the working day can be different (the earliest the working day can start is at 5:00, the latest the working day can end at 01:00)

• days off with retention of reward: 20 for personal needs, 1 more for birthday, 10 due to illness, up to 8 for blood donation

How will you pump your skills at Uklon?

• internal knowledge exchange, mentoring programs and soft and hard development training skills

• obtaining profile certifications for experts

• corporate library and subscriptions to information resources

• personal/team budget for training

• compensation for English lessons with well-known providers

Care and support:

• health insurance in Ukraine

• sessions with a psychologist

• preserving 100% compensation of our defenders

• providing our fighters in the Armed Forces with ammunition and medicines

• gamification, gifts and raffles

• sports events and corporate team building

• promo codes for trips with Uklon

Regular Sport Activities:

• Uklon Football every week

• Uklon Online Yoga every week

• corporate discounts, partial compensation for sports activities

Corporate social responsibility

Since 2014, Uklon has been actively supporting the Ukrainian army and the volunteer community, is a permanent partner of the "Return Alive" BF, and since 2022 provides a monthly financial support of the Serhiy Prytula Foundation. Also, the company regularly supports and organizes meetings, our focus is on drones, so that they fight, not people.

And to involve the community in charityof Uklon, one-time and regular donation functions have been added to the application.

If you are looking for a driven and ambitious product company focused on development and global expansion, interested in using the latest technologies and ready to further increase your expertise, join the Uklon team.

Before applying for an open position at Uklon, please read Terms of processing and protection candidates' personal data. By sending us your personal data, including that contained in your resume, you consent to the processing of your personal data in accordance with these Terms.

*We understand the importance of feedback and aim to provide it within 7 working days. If there was no answer, don't be upset: it's just that the match didn't take place this time. We are sincerely grateful for your step forward and believe that your experience will definitely meet with a future role at Uklon.