Customer Care Specialist (Tier 2) - English

About the role

TaskUs, a provider of outsourced digital services and customer experience to technology companies, is looking for an English-speaking Customer Care Specialist (Tier 2) in Piraeus. The specialist acts as a brand ambassador, resolving customer inquiries accurately, efficiently and respectfully, and handles escalated cases independently.

Key responsibilities

• Track and follow complex, escalated cases until they are investigated and closed in a timely manner.
• Maintain high customer satisfaction while representing a major brand through advanced case handling.
• Handle deep-tier investigations independently, such as missing orders, payment anomalies and logistics discrepancies.
• Make judgment-based decisions within policy guidelines, handling exceptions and customer appeasements.
• Escalate exceptionally complex cases to Level 3 support, Transport or Accounting when outside L2 scope.
• Support and guide Level 1 teammates on complex topics such as warranties and advanced logistics.
• Manage marketplace cases and post-launch review platforms to protect brand reputation.
• Communicate verbally and in writing, empathizing with customers facing high-friction issues.

Required profile

• Fluent English (C1/C2) speaking and writing.
• At least 2 years of experience in customer support, technical support or escalations, preferably with fashion functions.
• Proven experience in customer communication and escalations via chat, email and phone.
• Ability to work independently and as a remote team player, and to adapt to system updates and process changes.
• Willingness to work in shift rotation, including weekends and holidays when needed.
• Willingness to undergo a background screening.

Required skills

• Strong written and oral communication, able to explain complex technical or logistical solutions clearly.
• Problem-solving and critical thinking, including root-cause analysis of complex issues.
• Working knowledge of advanced CRM/OMS systems and backend logistics tracking.

What we offer

• Gross monthly salary plus monetary and non-monetary benefits.
• Private health and life insurance with Generali.
• Transportation allowance of 65 EUR gross per month.
• Meal allowance of 85 EUR net per month.
• One extra paid day off after the first year.