Senior Customer Support Agent — LS Global | Talenta

Senior Customer Support Agent — LS Global | Talenta

Location: Onsite at Muharrem Fejza, Prishtinë
Working Schedule: Monday–Friday, 15:00–23:00

LS Global improves business operations globally through specialized outsourcing services. The company seeks experienced, upbeat Senior Customer Support Agents to deliver high-quality assistance to enrolled customers through incoming calls. The position involves addressing customer requests, resolving complex matters, assisting with escalations, and upholding company and KPI requirements.

Main Responsibilities:

Respond to incoming calls, assess customer requirements, and offer suitable resolutions.
Address complicated and escalated customer matters in a professional, effective manner.
Establish trust with customers through attentive listening, empathy, and clear communication.
Help customers with inquiries concerning billing, accounts, and services.
Comply with company expectations, contractual obligations, and defined KPIs.
Record customer contacts and their resolutions accurately in the CRM system.
Use several systems efficiently while ensuring accuracy.
Provide support and guidance to colleagues regarding customer questions and issues.
Contribute to the training and onboarding of new team members when required.
Recognize recurring problems and report them to leadership.

Qualifications:

At least 2 years of experience in customer service, a call center, or a contact center.
Excellent spoken and written English communication skills at C1 level.
Strong abilities in problem-solving and resolving conflicts.
Effective organizational and time-management skills, with close attention to detail.
Capacity to manage several tasks in a fast-paced setting.
Strong computer proficiency, including experience with CRM and telephonic systems.
A professional, empathetic manner when dealing with challenging customers.
Ability to achieve or surpass KPIs and quality expectations.

What We Offer:

A competitive salary.
The opportunity to work with a trusted Fortune 100 company.
Genuine opportunities for advancement within the organization.
A supportive team together with structured training.

Location: Onsite at Muharrem Fejza, Prishtinë
Working Schedule: Monday–Friday, 15:00–23:00

LS Global improves business operations globally through specialized outsourcing services. The company seeks experienced, upbeat Senior Customer Support Agents to deliver high-quality assistance to enrolled customers through incoming calls. The position involves addressing customer requests, resolving complex matters, assisting with escalations, and upholding company and KPI requirements.

Main Responsibilities:

Respond to incoming calls, assess customer requirements, and offer suitable resolutions.
Address complicated and escalated customer matters in a professional, effective manner.
Establish trust with customers through attentive listening, empathy, and clear communication.
Help customers with inquiries concerning billing, accounts, and services.
Comply with company expectations, contractual obligations, and defined KPIs.
Record customer contacts and their resolutions accurately in the CRM system.
Use several systems efficiently while ensuring accuracy.
Provide support and guidance to colleagues regarding customer questions and issues.
Contribute to the training and onboarding of new team members when required.
Recognize recurring problems and report them to leadership.

Qualifications:

At least 2 years of experience in customer service, a call center, or a contact center.
Excellent spoken and written English communication skills at C1 level.
Strong abilities in problem-solving and resolving conflicts.
Effective organizational and time-management skills, with close attention to detail.
Capacity to manage several tasks in a fast-paced setting.
Strong computer proficiency, including experience with CRM and telephonic systems.
A professional, empathetic manner when dealing with challenging customers.
Ability to achieve or surpass KPIs and quality expectations.

What We Offer:

A competitive salary.
The opportunity to work with a trusted Fortune 100 company.
Genuine opportunities for advancement within the organization.
A supportive team together with structured training.