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Digital Customer Service Specialist

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PPG Industries

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Location:
Poland , Wrocław

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Handle complex and escalated customer inquiries across digital channels (email, phone, chat, messaging platforms, social media)
  • Deliver professional, accurate, and customer‑focused support
  • 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 Portuguese
  • 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 (CRM/Ticketing tools would be a plus)

Nice to have:

  • Experience supporting or coaching others
  • Familiarity with CRM/Ticketing tools
What we offer:
  • Work in a pet‑friendly office - bring your dog to the office
  • Multisport card
  • Private medical care
  • Lunch card
  • Office parking options
  • Annual bonus
  • Spring, Winter & Holiday Allowance
  • Discounts on our products
  • Collaborative, supportive, and inclusive culture

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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