Customer Care Operations Agent

About the role

At TOMRA we are building the operational backbone that supports our growth across Europe. As a Customer Care Operations Agent you will be the first point of contact for customers across multiple markets, delivering smooth, efficient and high-quality support while helping to shape a data-driven, remote-first Customer Care operation.

Key responsibilities

• Provide excellent customer support via phone, email, chat and digital channels.
• Own cases from intake through resolution or escalation, following structured troubleshooting processes.
• Drive remote-first resolutions and intervene remotely whenever possible.
• Monitor alerts from remote monitoring systems, validate issues and trigger appropriate actions.
• Maintain accurate case records in the CRM system and ensure compliance with SLA targets.
• Escalate complex issues with full diagnostics and prepare cases for field service dispatch.
• Identify recurring patterns, contribute to knowledge-base development and support continuous improvement initiatives.

Required profile

• Minimum 2 years experience in Customer Care, Service Operations or a contact-center environment.
• Strong communication skills with a customer-focused attitude.
• Structured, problem-solving mindset and ability to work in an SLA-driven, process-oriented setting.
• Flexibility to work shift patterns between 06:00 – 22:00.
• Fluent English; an additional European language (e.g., Spanish, Italian, French, Portuguese or Greek) is a strong plus.

Required skills

• Proficiency with CRM systems and case-management tools.
• Experience using remote monitoring platforms.

What we offer

• Opportunity to drive visible, business-critical internal improvements.
• Stable position in a global, sustainability-driven company.
• International collaborative environment across Europe.
• Competitive salary and benefits aligned with the Serbian market.
• Professional development and internal growth opportunities.
• Supportive culture built on responsibility, trust and continuous improvement.