Role overview
Become part of our newly established team of game-changers in Tirana!
We are recruiting Customer Service Agents in Italian & English.
Responsibilities
- Deliver customer service that satisfies the contractual Key Performance Indicator (‘KPIs’) requirements.
- Establish what customers need by asking clarifying questions, and use decision-support tools and available resources to identify suitable resolutions.
- Give customers’ needs and concerns your full attention, responding with 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 up to date.
- Complete work accurately and thoroughly, recording account notes wherever required.
- Take part in initiatives aimed at increasing customer satisfaction and improving 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 sources, or more senior colleagues.
Qualifications
- Hold a high school diploma.
- Bring a courteous approach and a strong commitment to customer service.
- Have solid PC knowledge and the ability to navigate computer systems confidently.
- Communicate effectively in writing and in conversation.
- Be reliable and attentive to detail.
- Manage multiple tasks while remaining flexible and adjusting quickly to change.
- Be comfortable performing repetitive tasks in a fast-paced environment with high production demands.
- Work effectively both independently and as part of a team.
- Remain patient during every customer interaction, consistently maintaining a pleasant, professional tone and manner.
- Be available to rotate between shifts when necessary.
- Meet any additional experience or skill requirements that may apply to the location and/or program.
Benefits
Our offering includes:
- Earn a net salary of up to 450 ALL/hour.
- Receive a monthly performance bonus.
- Take part in paid training.
- Work at central locations: Air Albania Stadium & Durrës Street.
- A new office in the city of Durrës is planned to open soon as part of the expansion.
- Enjoy free gym access and modern office facilities.
- Access opportunities to develop professionally.
- Join events, parties, and activities that strengthen team spirit and bring energy to the workplace.
- Use learning platforms such as LinkedIn Learning.
