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 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 will be a strong plus (e.g. Spanish, Italian, French, Portuguese or Greek) 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. TOMRA was founded in 1972, based on the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides solutions that enable the circular economy with advanced collection and sorting systems, and food processing by employing sensor-based sorting and grading technology. At TOMRA, we value and encourage innovation , passion and responsibility in everything we do. The TOMRA Group employs 5,000 people globally and is listed on the Oslo Stock Exchange (OSE: TOM). TOMRA was named Norway’s Most Innovative Business in 2023 & 2025. TOMRA Collection is a leading innovator in the circular economy and Clean Loop Recycling. Founded on the invention of the world's first reverse vending machine, we are now responsible for approximately 91,000 installations across more than 60 markets. By providing an effective and efficient way of collecting, sorting and processing containers, TOMRA's reverse vending systems make it easy for consumers to recycle and contribute to a more sustainable planet. The Shared Service Center (SSC) in Serbia serves as a strategic enabler for TOMRA Collection Europe, providing a strong operational backbone to support scalable growth across markets. By centralizing key services such as remote monitoring, first‑line support, and service coordination, and leveraging Serbia’s strong talent pool and English proficiency, the SSC improves consistency, efficiency, and execution across Europe.