Customer Care Operations Agent

About the role

TOMRA Collection's Shared Service Center in Serbia supports TOMRA Collection Europe by centralising remote monitoring, first-line support and service coordination. As a Customer Care Operations Agent you will be the first point of contact for customers, handling cases end-to-end through phone, email, chat and digital channels, following structured troubleshooting and aiming for remote-first resolution.

Key responsibilities

• Handle cases from intake to resolution or escalation, following structured troubleshooting processes and decision frameworks
• Monitor and respond to alerts from remote monitoring systems, validate issues and trigger remote interventions when relevant
• Document cases in the CRM system and ensure compliance with SLA response and resolution times
• Escalate complex issues with full diagnostics and prepare cases for field service dispatch
• Identify patterns and recurring issues, support knowledge base development and provide high-quality data for automation and AI

Required profile

• 2+ years of experience in Customer Care, Service Operations or Contact Center environments
• Previous technical support experience for software and/or hardware products strongly preferred
• Structured, problem-solving mindset and comfort in a SLA-driven, process-oriented environment
• Fluent English plus one additional European language (e.g. Spanish, Italian, French)
• Willingness to work in shifts (6:00–22:00)

Required skills

• Experience with CRM or case management tools
• Strong communication and customer handling skills

What we offer

• A stable position in a global, sustainability-driven company
• International working environment with collaboration across Europe
• Competitive salary and benefits aligned with the Serbian market
• Professional development and internal growth opportunities

To apply, send your CV, a brief message about yourself and why you want the role and the company, in the application field "Message to Hiring Team".