Customer Service Incident Coordinator, Croatian Speaking

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Conduct interviews with customers via telephone to collect information regarding incidents of fraud, data breaches, and identity theft.

• Review and analyze case details to evaluate the nature and severity of incidents and determine appropriate next steps.

• Deliver professional, empathetic, and high-quality support to customers impacted by fraud, identity theft, or data breaches.

• Manage customer expectations by providing clear updates and guidance throughout the incident resolution process.

• Serve as a primary contact between customers, clients, and internal subject matter experts.

• Collect, document, and preserve information and supporting evidence necessary for identity restoration and remediation efforts.

• Prepare correspondence and communicate with creditors, government entities, and third parties as needed.

• Clarify available services, support options, and recommended actions to customers.

• Assist clients and customers in comprehending breach-related incidents and identifying necessary remediation actions.

• Escalate cases that require specialist assistance and coordinate communication, meetings, and updates among teams.

• Report to the Associate Lead of Customer Support Operations on a Monday to Friday shift from 10:30 AM to 7:00 PM.

⛳️ Requirements

• Proficiency in both Croatian and English, written and spoken.

• Prior experience in customer service, preferably within a fast-paced, customer-facing, or support-oriented environment.

• Excellent communication and interpersonal abilities.

• Capability to review information, assess customer needs, and make informed decisions while managing incident-related cases.

• Strong organizational skills coupled with meticulous attention to detail.

• Ability to handle multiple cases while maintaining accurate records.

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

• Competence in accurately documenting, maintaining, and managing customer case information within internal systems.

• Experience with customer service, case management, or customer relationship management platforms.

🏝️ Benefits

• 26 days of annual leave plus bank holidays (increasing with service).

• Global paid wellness days off and an additional day off to celebrate your birthday.

• A generous contributory pension scheme.

• Access to the TransUnion Employee Stock Purchase Plan.

• Private health care coverage.

• Access to mindfulness tools and programs focused on physical, mental, and financial wellbeing.

• Inclusion in diversity forums and communities.

• Opportunities for training and professional development.

• Flexible policies and practices to support personal responsibilities and needs.

• Reasonable adjustments made in the recruitment process.

• Remote work options available.

• Virtual recruitment processes implemented.