Customer Service Advisor (Live Chat)

At Giant Group we have an exciting opportunity for Specialist Suport Clienți (in UK known as Employee Support Advisor) to join our growing team.

Job Title: Specialist Suport Clienți (in UK known as Employee Support Advisor)

Department: Employee Support

Location: Remote, Romania

Salary: 7500 RON gross per month

Hours: 40hrs, 9 hrs per day, Monday – Friday 11:00am – 8:00pm (Romanian time)

Tenure: Fixed Term Contract (9 Months)

Deadline to apply: 9th September 2026

Please upload your CV in English. Strong English communication skills are essential for this role.

About us

We believe in a world where businesses can engage and manage global talent without any barriers. Established in 1992, Giant Group is a workforce management platform and solutions provider. Our purpose is to support businesses with compliant and efficient solutions ranging from applicant tracking, supply chain management and screening, through to time management, billing and payroll, and a range of employment options, all on a global basis.

To understand more about Giant Group and our services please browse our website at: www.giantgroup.com

About the role

Employed by Native Teams in Romania, you will work as the Specialist Suport Clienți (Employee Support Advisor) for Giant Group in UK.

As the Specialist Suport Clienți (Employee Support Advisor), you will have a direct impact on the experience and satisfaction of our field employees (contractors) and agency clients, acting as a knowledgeable and reliable point of contact across live chat and written channels. You will provide step-by-step guidance on our portals, along with advice and information relating to pay, all while resolving complaints and maintaining a high level of customer satisfaction. Your work will help foster trust, maintain strong relationships, and ensure service excellence that reflects Giant's commitment to compliance, transparency, and customer satisfaction.

Key responsibilities of the role include:

1. Answering large volumes of messages and live chats, delivering exemplary customer service to field employees and agency clients within agreed Service Level Agreements (SLAs).
2. Maintaining and developing knowledge of Giant procedures, policies, and processes, and building excellent relationships with field employees, agency clients, and internal and external stakeholders.
3. Understanding customer needs by resolving and escalating queries in a timely manner, ensuring complaints are resolved at the first attempt.
4. Resolving product or service concerns by identifying the cause, selecting and explaining the best solution, and expediting corrections or adjustments through to resolution.
5. Maintaining a follow-up service on completed queries to ensure continuous customer satisfaction.
6. Achieving high survey scores that secure positive, "would recommend" feedback from clients.

Your ideal experience & competencies

Ideally, you would be educated to degree level or have at least 1 year's experience in a customer service role delivering against service level agreements, along with an excellent, friendly attitude and the ability to quickly build rapport with customers over live chat while delivering a customer-first service.

• Great enthusiasm and a positive attitude for the role

• A high level of resilience, strong written and verbal communication skills, and emotional intelligence

• Proficiency in Microsoft Office and/or experience of live chat

• A good understanding of, and a genuine drive to embody, the Giant people values

• Strong English communication skills, both written and verbal

Employee Benefits

• Paid Annual Leave: 21 working days of paid vacation per year.
• Public Holidays: Paid leave on nationally recognized public holidays.
• Leave-Related and Social Benefits: Includes holiday allowance, employer social contributions.
• Paid Sick Leave: Time off with pay during illness, in line with legal requirements.
• Maternity Leave: Paid leave for mothers around the time of childbirth, as per legal requirements.
• Paternity Leave: Paid leave for fathers following the birth of a child, as per legal requirements.

All our posts are subject to pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants, and applicants with a disability, who meet the minimum criteria for the job, and consider them on their abilities. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.