Digital Customer Service Specialist with Italian (m/f/d)

At PPG Global Business Services in Wrocław, we provide high‑quality support to PPG teams and customers across Europe. We focus on continuous improvement, collaboration, and creating an excellent customer and employee experience. As a Digital Customer Service Specialist, you will play a key role in delivering high‑quality customer support across multiple digital channels. You will handle more complex Level 1–2 cases, act as a subject‑matter expert, and support the continuous development of the Customer Service team. This role combines advanced customer service, digital channel expertise, and coaching responsibilities to elevate our overall customer experience. Location: Curie-Skłodowskiej 12, Wrocław (Nobilis Business House) What You Will Do: Handle customer inquiries across digital channels (email, phone, chat, messaging platforms, social media). Deliver professional, accurate, and customer‑focused support to ensure a high‑quality service experience. Act as a subject‑matter expert for digital tools (CRM, ticketing systems, chat platforms). Support the optimization of digital service workflows and channels. Maintain and enhance knowledge bases, FAQs, and self‑service content. Coach and mentor junior team members, supporting their onboarding and development. Share best practices and contribute to quality monitoring initiatives. Identify recurring issues, propose process improvements, and provide customer insights. Collaborate with Customer Service Managers, Digital Teams, IT, and Product Teams on new tools and process implementations. Requirements: Secondary education or higher. Min. 2 years of relevant experience in customer service. Fluency in English and Italian Experience handling complex or escalated customer cases. Experience supporting or coaching others is a strong advantage. Customer‑centric and solution‑oriented mindset. Strong communication and problem‑solving skills. Proactive, organized, and detail‑oriented. Strong collaboration skills and a natural team player. Familiarity with MS Office (CRM/Ticketing tools would be a plus) What we offer: Work in a pet‑friendly office - bring your dog to the office! Multisport card Private medical care Lunch card Office parking options Annual bonus Spring, Winter & Holiday Allowance Discounts on our products Collaborative, supportive, and inclusive culture How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location. About us: PPG: WE PROTECT AND BEAUTIFY THE WORLD™ Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X. The PPG Way 2030 We are customer champions Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow. We act with purpose and speed Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value. We are excellent operators Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers. We compete to win Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths. We are PPG proud Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world. At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to https://careers.ppg.com/us/en/candidate-resources . PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need an adjustment due to a disability, please email [email protected]. PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents. Benefits will be discussed with you by your recruiter during the hiring process. PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process , so that we can do better today than yesterday.