Customer Care Representative

We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together. The Role This is a pilot project being launched for the first time in Moldova. It will open up significant opportunities for career development and professional growth within the company. The role is based on-site at the Arrive office in Chișinău, Moldova. As a Customer Care Representative, you will be the first point of contact for Arrive customers, ensuring a positive, helpful, and empathetic customer experience across multiple channels. You’ll work closely with your team and managers to uphold our customer service standards and contribute to a high-performance support environment. How to make an impact Execute the Customer Care strategies set by the Customer Care Management team. Build and maintain strong, supportive relationships with Arrive customers, primarily in the B2C segment, and occasionally with B2B customers. Handle incoming contacts via phone, email, social media, and any other channels in use — always leaving the customer with a positive and professional impression. Log interactions and collect relevant customer insights, following current internal guidelines. Continuously monitor your own performance against KPIs, and contribute toward meeting or exceeding team goals. Proactively suggest improvements to customer care processes and escalate insights to team managers or process drivers. Key Performance Indicators While Customer Care objectives may evolve over time, some of the KPIs we regularly track include: Contact Ratio – measured on both market and company levels. Customer Satisfaction (CSAT) – our core quality metric, measured across individuals, teams, and markets for all channels. Contacts Per Hour (CPH) – our primary efficiency metric, also measured on individual, team, and market levels. About you To thrive in this role, we believe you’ll recognize yourself in the following: You have strong English language skills at C1 level (advanced). You are empathetic, helpful, and solution-oriented. You’re a great communicator with strong listening skills and a calm, patient approach. You enjoy solving problems and are quick to understand and resolve customer needs. You’re self-motivated and capable of managing your time effectively, even under pressure. You’re a team player — collaborative, respectful, and supportive of your colleagues. You embrace feedback, learning, and change with an open mind. You see challenges as opportunities to grow, and you’re excited by the chance to make a difference in the daily lives of our users. Knowledge of Swedish or Norwegian would be a plus, but is not required. One Final Thing Arrive expects a lot — not in the old-fashioned way, but in expecting your ideas, energy, and ownership. We seek individuals who are passionate, driven, and ready to help shape the future of urban life. With us, you’ll have the freedom to thrive, the support to grow, and the chance to be part of something meaningful.