Customer service
Customer service specialist
The first person our clients talk to. You answer calls and emails, book service visits and help with the paperwork for Czyste Powietrze and Moje Ciepło subsidies.
What you will do
- Answering phone calls and emails from clients and people asking about our services
- Logging service calls and booking visits in the technicians' schedule with the dispatcher
- First conversation before an advisor's visit: type of building, current heating, what the client expects
- Helping put together documents for subsidy applications (Czyste Powietrze, Moje Ciepło) under Katarzyna Lis
- Keeping client records and contact history in the CRM
- Reminders about scheduled maintenance and service contract renewals
What we expect
- At least 1 year in customer service, reception or sales
- Very good spoken and written Polish, staying calm with an unhappy caller
- Comfortable with a computer, email and spreadsheets
- Careful with documents, numbers and deadlines
- Able to work one Saturday a month (the office is open Saturdays 8:00-13:00)
Nice to have
- Experience with any CRM system
- Knowing the Czyste Powietrze programme or other subsidies from the applicant's side
- Basic knowledge of home heating, which we'll teach you anyway
- Driving licence, category B
What we offer
- Permanent employment contract after the trial period
- Office-based, no field work
- Four weeks of onboarding alongside an experienced colleague
- Training on heating basics and subsidies
- Private medical care
- Subsidised sports card
- Paid overtime
- Quarterly bonus
About the role
Our customer service office is four people, and from October, when the heating season starts, the number of calls roughly doubles. We're looking for a fifth person.
This job suits someone who likes talking to people and putting things in order. Callers include clients whose heat pump has stopped heating, people just starting to think about replacing a boiler, and business owners asking about AC for their office. You don't need to know the technical side on day one. In the first weeks you learn which questions to ask and who to pass each case to.
On subsidies you work with Katarzyna Lis, who has handled our Czyste Powietrze and Moje Ciepło applications for years. Your part is gathering documents, tracking deadlines and keeping in touch with the client. Katarzyna checks the substance of each application.
A typical week
- Every day 7:00-15:00 or 9:00-17:00, on shifts agreed a week ahead.
- Mornings bring most of the service calls. You log them, check in the CRM whether the client has a service contract, and agree a slot with the dispatcher.
- Afternoons are quieter: call-backs, emails, maintenance reminders, application paperwork.
- One Saturday a month, 8:00-13:00, with a day off during the week in return.
The hardest days are Mondays in October, when dozens of people call at once after the first cold weekend. What counts then is staying calm and keeping the call log in order, not talking fast.
Recruitment steps
- Send your CV to rekrutacja@example.com with the code BS-BOK-0926 in the subject.
- Short phone call, about 15 minutes. Partly we just want to hear how you come across on the phone.
- Meeting at our Poznań office with Katarzyna Lis and Agnieszka Wróblewska, including two short role-plays of client calls.
- Decision within a week.
How to apply
Apply
Customer service specialist
Ref. BS-BOK-0926