About Company
Alza.cz a.s. is the largest Czech e-shop and a leading online retailer in Central Europe, renowned for its wide range of electronics, home appliances, and various other goods. With a strong commitment to innovation, customer satisfaction, and a seamless shopping experience, Alza has consistently pushed the boundaries of e-commerce. We pride ourselves on our dynamic work environment, modern technologies, and a culture that values growth, teamwork, and making a real impact for our millions of customers. Join us and become part of a success story that shapes the future of retail.
Job Description
Are you a natural problem-solver with a passion for helping people? Do you thrive in a dynamic environment and dream of a role that offers flexibility? Alza.cz a.s. is seeking enthusiastic and dedicated Customer Support Agents to join our growing team, working entirely from the comfort of your own home within the Czech Republic. This is an incredible opportunity to be the friendly voice and helpful hand behind one of the region’s most beloved brands.
As a Work from Home Customer Support Agent, you will be the first point of contact for our valued customers, addressing their inquiries, resolving issues, and ensuring a positive experience with every interaction. You’ll handle a variety of requests related to product information, order status, technical support, returns, and much more, primarily through phone, email, and chat. We are looking for individuals who are not only empathetic and patient but also possess excellent communication skills and a keen eye for detail. You’ll become an expert in our products and services, guiding customers through their purchasing journey and providing solutions that exceed expectations. While working remotely, you’ll be an integral part of our team, participating in virtual training and team meetings to stay connected and continuously develop your skills. This role requires self-discipline, strong organizational abilities, and a reliable internet connection. If you are passionate about customer service and ready to contribute to a company that puts its customers first, we encourage you to apply and help us deliver exceptional service, every day.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and live chat, ensuring high levels of customer satisfaction.
- Diagnose and resolve customer issues efficiently, ranging from product information, order tracking, technical assistance, to return processes.
- Provide accurate, valid, and complete information by using the right methods and tools.
- Manage and resolve customer complaints, escalating complex issues to the appropriate internal teams when necessary.
- Maintain detailed records of customer interactions and transactions in our CRM system.
- Collaborate with other departments to ensure a cohesive and positive customer experience.
- Stay up-to-date with new products, services, and company policies to provide informed assistance.
- Contribute to team efforts by achieving individual and team performance targets.
Required Skills
- Excellent communication skills in Czech (both written and verbal)
- Strong active listening skills and empathy
- Proficiency in basic computer skills and navigating multiple systems simultaneously
- Ability to work independently and manage time effectively in a remote setting
- Problem-solving aptitude and a calm demeanor under pressure
- High school diploma or equivalent
- Reliable high-speed internet connection and a dedicated quiet workspace
Preferred Qualifications
- Previous experience in a customer service, call center, or support role (at least 6 months)
- Familiarity with CRM systems (e.g., Salesforce, Zendesk)
- Basic knowledge of e-commerce operations and consumer electronics
- Fluency in English or another Central European language (e.g., Slovak, Polish)
Perks & Benefits
- Competitive salary and performance bonuses
- Full-time remote work flexibility (work from anywhere in the Czech Republic)
- Comprehensive training and continuous professional development opportunities
- Employee discounts on Alza.cz products
- Contribution to meal vouchers and other benefits
- 25 days of vacation
- Modern tools and technology to support your remote work setup
- Supportive team environment and regular virtual team-building events
How to Apply
If you are ready to embark on an exciting career with a leading e-commerce company and contribute to a world-class customer experience from your home, please click on the application link below. On our career page, navigate to the ‘Zákaznická podpora’ section and submit your resume along with a cover letter outlining your relevant experience and why you are interested in this remote role.