Customer Service Representative, Croatian, English

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

📋 Description

• Manage a high volume of live chat interactions and support tickets within designated language queues.

• Assess and understand customers' needs to ensure satisfaction and prompt resolution.

• Offer precise, valid, and thorough information regarding platform features, products, and procedures.

• Address complaints, providing appropriate solutions and alternatives within established timeframes, and follow up to ensure resolution.

• Adhere to communication protocols, guidelines, and policies.

• Assist in collecting feedback for workflow and product enhancements, including AI bot performance, standard operating procedures (SOPs), and internal tools.

• Engage in the validation and testing of AI bots, automation workflows, tools, and SOPs when required.

• Strive to exceed customer expectations and deliver an exceptional experience.

• Execute additional tasks as assigned by team leaders.

⛳️ Requirements

• Over 1 year of demonstrated customer-facing experience or experience as a customer service representative.

• Strong IT skills and capability to manage moderately technical customer inquiries.

• Outstanding written communication abilities and active listening skills.

• Proficient in multitasking, prioritizing, and effective time management.

• Basic knowledge of AI concepts and familiarity with AI-driven tools or chatbots is essential.

• Experience with bot validation, testing, or quality review of SOPs/tools is advantageous.

• Familiarity with the cryptocurrency/blockchain industry is a significant plus.

• Proficient in both English and Croatian.

• Availability to work weekends and irregular hours, including night shifts.

🏝️ Benefits

• Competitive salary along with company benefits.

• Flexible work-from-home arrangement (subject to variation based on the nature of the business team's work).