Customer Support Agents

Location: Zagreb

Our client is a business process outsourcing organisation and they are currently looking for customer support agents of all different levels from junior to senior customer agents.

This is an exciting time to join the team. The organisation is global but they have only setup operations in Zagreb recently. This is a great time to join as it will give employees the chance to grow with the organisation.

They pride themselves on the quality of customer service they provide. This is not your average role where they just want you to go through as many calls as possible.

Quality above anything else which is the phrase the manager used with me.

Job Purpose:

As a Customer Support Agent, you should be able to effectively cope in an ever-changing environment while providing fast, efficient customer service. Such a CSR offers an essential, value-adding service that aims to provide first contact resolution to our customers both quickly and at a high level of quality.

Key Role Responsibilities:

• Reply to emails, and web chats in a professional manner;
• Strive for first contact resolution;
• Offer exceptional and proactive Customer support, which exceeds all customer/player expectations.
• Provide helpful Customer Support by identifying customer needs, resolving customer concerns;
• Be knowledgeable in all necessary areas regarding the business and its products;
• Ensure processing of email and chat inquiries according to internal procedures and policies;
• Ability to liaise with other departments to address customer/player’s inquiries (i.e., BTC, Fraud and Financial Services);
• Can quickly identify and report any technical issues relating to system issues and errors to the appropriate team;
• Perform additional duties and project work as assigned.

Key Personal Capabilities:

• Has at a minimum of basic knowledge of internet troubleshooting;
• Passionate about adding value to a customer’s experience and interaction;
• Excellent email, and web chat etiquette with strong verbal and written communication skills;
• Continue to attend training / upskilling sessions to improve product specific and systems knowledge;
• Has basic troubleshooting and Multitasking skills;
• Able to portray a professional and positive attitude and can live up to our Company values;
• Be a strong team player who can motivate and drive team success;
• Can demonstrate flexibility and reliability in shifting schedules;
• Savvy in the use of Microsoft and Mobile applications;
• Dedication and enthusiasm;
• Strong command of English;