Digital Customer Service Specialist With Italian (m/f/x)

Digital Customer Service Specialist

At PPG Global Business Services in Wrocław, we provide high-quality support to PPG teams and customers across Europe. We focus on continuous improvement, collaboration, and creating an excellent customer and employee experience.

As a Digital Customer Service Specialist, you will play a key role in delivering high-quality customer support across multiple digital channels. You will handle more complex Level 1–2 cases, act as a subject-matter expert, and support the continuous development of the Customer Service team. This role combines advanced customer service, digital channel expertise, and coaching responsibilities to elevate our overall customer experience.

Work model: Hybrid (3 office days/week)

Location: Curie-Skłodowskiej 12, Wrocław (Nobilis Business House)

What You Will Do:

• Handle complex and escalated customer inquiries across digital channels (email, phone, chat, messaging platforms, social media).
• Deliver professional, accurate, and customer-focused support to ensure a high-quality service experience.
• Act as a subject-matter expert for digital tools (CRM, ticketing systems, chat platforms).
• Support the optimization of digital service workflows and channels.
• Maintain and enhance knowledge bases, FAQs, and self-service content.
• Coach and mentor junior team members, supporting their onboarding and development.
• Share best practices and contribute to quality monitoring initiatives.
• Identify recurring issues, propose process improvements, and provide customer insights.
• Collaborate with Customer Service Managers, Digital Teams, IT, and Product Teams on new tools and process implementations.

Requirements:

• Secondary education or higher.
• Min. 2 years of relevant experience in customer service.
• Fluency in English and Italian.
• Experience handling complex or escalated customer cases.
• Experience supporting or coaching others is a strong advantage.
• Customer-centric and solution-oriented mindset.
• Strong communication and problem-solving skills.
• Proactive, organized, and detail-oriented.
• Strong collaboration skills and a natural team player.
• Familiarity with MS Office.
• Familiarity with CRM/Ticketing tools would be a plus.

What We Offer:

• Work in a pet-friendly office - bring your dog to the office!
• Multisport card
• Private medical care with
• Lunch card
• Office parking options
• Annual bonus
• Spring, Winter & Holiday Allowance
• Discounts on our products
• Collaborative, supportive, and inclusive culture