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 doDeliver excellent customer support<ul><li>Act as the first point of contact via phone, email, chat, and digital channels</li><li>Communicate clearly, professionally, and with a strong customer focus</li><li>Own cases end-to-end — from intake to resolution or escalation</li></ul>Drive remote-first resolution<ul><li>Follow structured troubleshooting processes and decision frameworks</li><li>Resolve issues remotely wherever possible</li><li>Ensure consistent, high-quality handling before escalating</li></ul>Monitor and respond proactively<ul><li>Monitor alerts from remote monitoring systems</li><li>Validate issues and take action where needed</li><li>Trigger cases and perform remote interventions when relevant</li></ul>Ensure strong case management<ul><li>Manage and document cases in the CRM system</li><li>Ensure compliance with SLA targets (response and resolution times)</li><li>Maintain accurate, structured, and high-quality data</li></ul>Support escalation and dispatch readiness<ul><li>Escalate complex issues with full diagnostics</li><li>Prepare cases for field service dispatch when needed</li></ul>Contribute to continuous improvement<ul><li>Identify patterns and recurring issues</li><li>Support knowledge base development and best practices</li><li>Ensure high-quality data to enable automation and AI</li></ul>

TOMRA was founded on an innovation in 1972 that began with the design, manufacturing and sale of reverse vending machines (RVMs) for automated collection of used beverage containers. Today TOMRA provides technology-led solutions that enable the circular economy with advanced collection and sorting systems that optimize resource recovery and minimize waste in the food, recycling and mining industries.

Customer Care Operations Agent

About the Job

About the Company

Tomra

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