About this role
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 channelsCommunicate clearly, professionally, and with a strong customer focusOwn cases end-to-end — from intake to resolution or escalationDrive remote-first resolution
Follow structured troubleshooting processes and decision frameworksResolve issues remotely wherever possibleEnsure consistent, high-quality handling before escalatingMonitor and respond proactively
Monitor alerts from remote monitoring systemsValidate issues and take action where neededTrigger cases and perform remote interventions when relevantEnsure strong case management
Manage and document cases in the CRM systemEnsure compliance with SLA targets (response and resolution times)Maintain accurate, structured, and high-quality dataSupport escalation and dispatch readiness
Escalate complex issues with full diagnosticsPrepare cases for field service dispatch when neededContribute to continuous improvement
Identify patterns and recurring issuesSupport knowledge base development and best practicesEnsure high-quality data to enable automation and AI
2+ years of experience in Customer Care, Service Operations, or Contact Center environmentsStrong communication and customer handling skillsPrevious experience in technical support for software and/or hardware products is strongly preferred.A structured, problem-solving mindsetExperience using CRM or case management toolsComfortable working in a SLA-driven, process-oriented environmentFlexibility 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 improvementsA stable position in a global, sustainability‑driven companyAn international working environment with strong collaboration across EuropeCompetitive salary and benefits aligned with the Serbian marketOpportunities for professional development and internal growthA supportive culture built on responsibility, trust, and continuous improvementA 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.