Role overview

Become part of our new team of game-changers in Tirana!

We are recruiting Customer Service Agents in German & English.

Responsibilities

Deliver customer service that satisfies the contractual Key Performance Indicator (‘KPIs’).
Establish customers’ requirements through probing questions, and use decision-support tools and available resources to resolve their issues appropriately.
Pay close attention to customers’ needs and concerns, showing empathy and making the most of opportunities to establish rapport.
Welcome customers politely, warmly and professionally, following the agreed procedures.
Keep a basic understanding of the client’s products and/or services.
Complete work accurately and thoroughly, adding account notes where required.
Take part in initiatives aimed at strengthening customer satisfaction and business performance.
Present customers with additional products and/or services.
Record, monitor and retrieve information using the call-tracking database.
Address customer questions by directing them to published information, secondary resources or more senior colleagues.

Hold a high school diploma.
Bring a courteous approach and a strong commitment to customer service.
Have strong computer navigation abilities and PC knowledge.
Communicate effectively in writing and in conversation.
Be reliable and pay close attention to detail.
Handle multiple tasks while remaining flexible and adapting quickly to change.
Be comfortable with repetitive tasks in a fast-paced, high-production working environment.
Work effectively both independently and as part of a team.
Show patience in every customer interaction, keeping a pleasant, professional tone and manner.
Be available to rotate shifts when needed.
Additional experience or skills may be necessary depending on the location and/or program.

Our offer: