Pontica Solutions is an award-winning Bulgarian BPO and ITO company, founded as a start-up in 2015 by experienced professionals in the industry.We offer a variety of opportunities for young talent to develop and grow in the field of customer success, people management, project management, marketing and IT. Our main goal is to create a sustainable and diverse team because we believe that our people are our biggest asset. Today, we partner with companies in the field of technology, gaming, e-commerce, and retail and keep expanding our portfolio at a very high pace.
Flexible
We offer a stable occupation with permanent labor contracts and work schedules with 4, 6 or 8 hours per day.
Dynamic
The well-being of our employees is a top priority. We provide a dynamic workplace and a positive environment, invest in their development and encourage fun and team-building initiatives.
Friendly
We love to treat our workplace as home. We also spend many hours together participating in sports activities, charity events and social initiatives.
Encouraging
We know how important is for everyone to be heard and we strongly believe that all opinions matter. Our senior strategic management is always available to all team members to share and learn. We keep our promises and help employees adapt to the constant change in our clients’ business needs and market trends.
Growing
#wegrowtogether with one of the fastest growing companies. Lots of local and international career opportunities, with less hierarchy, empowerment of proactivity, coaching and training.
Developing
Our highly effective training programs have turned our team members into professionals, who provide excellent customer service and constantly improve their skills. Work with us and improve your spoken and written language skills.
Additional health insurance; ports card; Refer-a-friend program; eam-buildings and parties; Flexible working hours; Convenient office location; Skill perfection and personal development programs; Fresh fruit and free drinks at the office; Performance bonuses, recognition gifts, tenure bonuses; Social responsibility initiatives;
- Organize the customer support team, gather and centralize knowledge.
- Responsible for the team performance; improve their skills and KPIs.
- Handle escalated issues, research requests and focus on delivering world-class service to the clients.
- Execute weekly reporting, monthly presentations, and quality evaluation.
- Participate in reviewing processes and workflow to diagnose areas for improvement.
- Establish regular communication and collaboration with the Team Manager and the client.
- Meet predetermined targets and represent the company in a professional manner.
- Senior Customer Support Specialist; experience as a Supervisor/Shift Leader or a relevant role in the BPO sector will be a plus.
- Strong organizational and management skills with the ability to prioritize time effectively.
- Excellent communication and problem-solving skills.
- MS Office, in particular, Excel.
- Fluent in English.
- Tech-savvy, reliable, positive, and target-driven professional able to manage tasks with a sense-of-urgency.
- Base salary + performance bonus. Referral bonuses.
- Full training – provided by the client.
- Additional health insurance and sports card.
- Open-minded management team promoting innovation, personal and professional development.
- Permanent employment; full-time.