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 32,000, with the possibility of reaching UAH 39,000 depending on 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 each 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 goodies in the office, raffles for tickets to concerts, festivals, etc.
• a corporate psychologist who will always help maintain a 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 when meeting company goals
• regular performance & salary review

How exactly can you influence development companies:

• provide customers with quick and high-quality advice on the company's products and services
• solve problem situations and efficiently process 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
• comply standards of service quality and algorithms for working with clients
• perform personal KPIs and achieve the necessary performance metrics
• constantly learn, develop and become familiar with updates to the product and internal processes
• adhere to confidentiality standards when working with personal data of clients

Challenges for three months:

• familiarize yourself with the company's products, processes and standards
• master all the tools that used by the department
• provide fast and quality support to users
• achieve personal performance KPIs
• increase customer trust and satisfaction by facilitatingloyalty to the company.
• interact effectively with internal teams for prompt resolution of requests
• provide WOW service to users during consultations and resolution of 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 customer
• desire to develop in the field of customer support and improve communication skills skills
• digital skills at a high level (confidence in using a PC, possessing a 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, focus on resolving the appeal to ensure a high level of service provision)
• command of the Ukrainian language at a high level
• ability to work in conditions multitasking (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)
• the start of the working day can be different (the earliest working day can start at 5:00, the latest working day can end at 01:00)
• days off with retention of reward: 20 for personal needs, 1 more on the occasion of the day birth, 10 due to illness, up to 8 due to blood donation

How will you pump your skills in Uklon?

• internal exchange of knowledge, mentoring programs and trainings for the development of soft and hard 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
• retention of 100% compensation of our defenders
• provision of their fighters in the Armed Forces with ammunition and medicines
• gamification, gifts and raffles
• sports events and corporate team building
• promotional 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

Uklon is a socially responsible business and is part of TOP-10 largest donors in support of the defense forces and humanitarian initiatives among Ukrainian businesses in the IT and telecommunications sector.
Since the beginning of the full-scale invasion, the sum of financial contributions of the company and its founders in support of the defense forces, social initiatives and charitable projects amounted to more than 339 million hryvnias.

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

*We value every feedback and aim to respond within 7 working days. If there was no answer, don't be upset: it's just that this time there was no match with the vacancy.
If you don't see a letter from us, please check the "Spam" folder or other mail tabs. Sometimes our answers end up there. Thank you for choosing Uklon. 
See you soon!