Company Description

Glade Solutions shpk is a modern contact center specialized in customer experience services, with a strong focus on performance, quality, and measurable results. The company combines a trained, reliable team with European-standard infrastructure to support business growth, operational efficiency, and professional customer communication. Services include inbound and outbound support, lead generation, appointment setting, technical assistance, and customized projects tailored to client needs. Glade Solutions shpk emphasizes transparency, work ethics, and long-term partnerships, supported by ongoing professional training and performance management. Its mission is to create communication experiences that provide immediate and tangible value for every partner.

Role Description

The After Hours Agent is a full-time, on-site role based in Durres, Albania. In this position, the agent handles customer calls and inquiries outside standard business hours, providing timely information, support, and issue resolution in line with company procedures. Daily responsibilities include managing inbound and outbound communications, documenting interactions accurately in the system, escalating complex cases to the appropriate teams, and following service scripts and guidelines. The agent works closely with colleagues and supervisors to ensure service continuity, maintain high-quality standards, and meet performance targets during evenings, nights, weekends, and holidays as required. Adherence to data protection rules and professional communication standards is expected at all times.

Qualifications

• Strong customer service and communication skills, including clear speaking, active listening, and a professional phone demeanor.
• Ability to manage multiple calls and tasks, with solid time management, attention to detail, and reliable follow-through.
• Comfort with using contact center software, basic computer applications, and secure IT systems.
• Fluency in spoken and written English; knowledge of additional languages is an advantage.
• Willingness to work evenings, nights, weekends, and holidays, with a high level of reliability and punctuality.
• Problem-solving mindset, resilience in high-pressure situations, and a strong focus on customer satisfaction.
• Previous experience in a contact center, customer support, or related field is preferred but not mandatory.
• Completion of secondary education; additional training in communication, business, or IT is considered a plus.

WE’RE HIRING | AFTER-HOURS AGENTS

Ready to level up your career? Join Glade Solutions and become part of our team in Durrës!

• English: C1+
• Customer service experience is a plus
• Weekend availability