Role snapshot

Role	Customer Support Specialist (English)
Where	Kraków / Warsaw / Wrocław (BPO/SSC; office/hybrid depends on employer)
Language	English (Polish is a plus, not always required)
Start	As projects open — confirmed individually in writing
Schedule	Shift patterns possible (some teams cover evenings/weekends)
Pay (brutto)	Project-dependent; never below the legal minimum (01.01.2026 rules)
CV	Required — applications without a CV are not reviewed

Create / Upload CV (mandatory) Work Permit / Zezwolenie (internal) Contact MaViAl

Anti-template seed: 5866df79. The category uses a seed-based variation engine (modules, lists, story + FAQ) to avoid template duplication.

Role story (how these teams operate)

Loading role story…

This section is intentionally varied by category seed (structure + narrative) to reduce duplicate patterns.

Skills matrix (what hiring teams look for)

Competency	What “good” looks like
Communication	clear writing, calm tone, active listening, precise summaries
Case handling	triage → next step → documentation → closure; no dropped follow-ups
Tools	CRM/ticketing, knowledge base, basic spreadsheets, secure data handling
Quality & SLA	accuracy, response time, correct tagging, consistent notes, CSAT mindset
Resilience	professional tone under pressure, de-escalation, structured problem solving

Requirements (detailed, compliance-first)

English proficiency (operational)

You can write clear replies, explain steps without ambiguity, and keep a calm tone. Many queues expect near-fluent level for complex cases. Accuracy matters more than speed.

Customer interaction discipline

You follow scripts and policies, but you also know when to escalate. You do not promise what you cannot deliver. You summarize outcomes and next steps.

Digital confidence (not “IT”, but tools)

You can learn CRM/ticketing workflows, search a knowledge base, and document the case. Typing speed and structured notes are important.

Shift readiness

Some projects cover evenings or weekends. The exact schedule is shared before onboarding. Reliability and attendance are evaluated early.

Data quality & confidentiality

You handle customer data carefully, follow identity verification steps, and keep records clean. Inconsistent notes are a common reason for rejection during probation.

Professional conduct

You stay polite with difficult customers, de-escalate, and keep your response measurable: what was done, what is pending, and when the customer can expect an update.

CV gate: No CV — no review

The CV is required to validate language level, tooling exposure, availability and queue fit.

Short candidate portrait (fast self-check)

You write English clearly and keep messages structured (problem → action → result).
You stay calm under pressure and de-escalate without arguing or blaming.
You like closure: you follow up, document, and confirm resolution.
You work with discipline: scripts, policies, verification steps and correct tagging.
You can learn tools quickly (CRM/ticketing/KB) and keep accurate notes.

If this feels natural, English-speaking customer support in Poland is usually a strong fit.

Work conditions in Poland (what you should expect from a Polish employer)

Pay rules (gross / brutto) — minimums effective from 01.01.2026

Minimum monthly wage: PLN 4,806 brutto (full-time employment minimum).
Minimum hourly rate (civil-law contracts): PLN 31.40 brutto / hour (applies to mandate/service contracts).
Project offers may be higher. The exact pay model is confirmed in writing before onboarding.

Contract and onboarding (typical BPO/SSC workflow)

Contract type: depends on the employer and project (details shared before you start).
Onboarding: structured training, scripts, knowledge base access, and supervised ramp-up.
Workplace mode: office or hybrid; some projects require onsite onboarding.
Payroll practice: salary is typically paid to a bank account on a monthly cycle (the exact date is employer-defined).

Work permit / legal route (internal reference)

Need clarity on work authorization?

See our internal page for employer-led support options: Work Permit / Zezwolenie (internal)
We confirm possibilities individually, based on employer policy and candidate status.

Note: conditions can vary by employer, city, and client account. You receive the final terms before onboarding.

What you will do

Respond to customer requests via email/chat/phone using scripts and policies.
Track cases in CRM/ticketing, escalate when needed, and follow up to closure.
Verify data, process requests, and update customer records accurately.
Meet quality and SLA targets (accuracy, response time, CSAT).

The variation engine may switch this section to grouped responsibilities on other pages to reduce pattern repetition.

How to stand out (what hiring teams actually notice)

Loading standout tips…

Recruitment process (clear & document-first)

CV first: create/upload your CV (English).
Screening: we validate experience, availability and project fit.
Briefing: you receive role conditions in writing (city, schedule, contract model, start).
Selection step: interview / short skills check / scenario (role-dependent).
Onboarding: employer procedures and project start.

Work authorization support depends on the employer, role and candidate status. We confirm possibilities individually and in writing.

FAQ (varies by page seed)

Loading FAQ…