Customer Care Operations Agent

Job Description

At TOMRA, we are building the operational backbone that supports our growth across Europe — enabling smarter, more sustainable solutions for the circular economy.

As a Customer Care Operations Agent, you will be at the forefront of our customer interaction — ensuring smooth, efficient, and high-quality support across multiple markets.

You are not just handling cases — you are helping build a scalable, data-driven Customer Care operation, shaped around remote-first service and future AI capabilities.

What you will do

Deliver excellent customer support

• Act as the first point of contact via phone, email, chat, and digital channels
• Communicate clearly, professionally, and with a strong customer focus
• Own cases end-to-end — from intake to resolution or escalation

Drive remote-first resolution

• Follow structured troubleshooting processes and decision frameworks
• Resolve issues remotely wherever possible
• Ensure consistent, high-quality handling before escalating

Monitor and respond proactively

• Monitor alerts from remote monitoring systems
• Validate issues and take action where needed
• Trigger cases and perform remote interventions when relevant

Ensure strong case management

• Manage and document cases in the CRM system
• Ensure compliance with SLA targets (response and resolution times)
• Maintain accurate, structured, and high-quality data

Support escalation and dispatch readiness

• Escalate complex issues with full diagnostics
• Prepare cases for field service dispatch when needed

Contribute to continuous improvement

• Identify patterns and recurring issues
• Support knowledge base development and best practices
• Ensure high-quality data to enable automation and AI

Qualifications

• 2+ years of experience in Customer Care, Service Operations, or Contact Center environments
• Strong communication and customer handling skills
• Previous experience in technical support for software and/or hardware products is strongly preferred.
• A structured, problem-solving mindset
• Experience using CRM or case management tools
• Comfortable working in a SLA-driven, process-oriented environment
• Flexibility to work in a shift pattern (6:00–22:00)
• Fluent in English + one additional European language  (e.g. Spanish, Italian, French)

Additional Information

Join a company that combines purpose with innovation where your work has real impact, and your ideas help shape a better future.

Learn more about life at TOMRA!

What do you get from joining TOMRA?

At TOMRA, you will find more than just a role:

• The opportunity to drive visible, business‑critical internal improvements
• A stable position in a global, sustainability‑driven company
• An international working environment with strong collaboration across Europe
• Competitive salary and benefits aligned with the Serbian market
• Opportunities for professional development and internal growth
• A supportive culture built on responsibility, trust, and continuous improvement
• A unique chance to be a critical part of taking business growth to the next level 
• Work in a collaborative and innovative environment.

Ready to grow your career with purpose?

Please apply by sending us your CV, a few words about yourself, and why you are interested in the position and joining TOMRA. Please write this in the field "Message to Hiring Team".

Applications are continually assessed so we encourage you to apply at the earliest.

TOMRA does not differentiate on the basis of gender, race or ethnicity, religion, colour, sexual orientation or identity, disability, age, or other protected statuses as given by applicable law. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer.