Customer Service Adviser

About Kovač Konsalting:

Second-generation ownership: the founder's daughter runs the agency now. Personal lines make up about 70 percent of premium. Most of the office has been here more than ten years.

Overview:

The Customer Service Adviser answers customer calls, chats and emails about orders, billing and account changes. Remote, open to candidates across Bosnia and Herzegovina. We use Slack, Notion and Google Meet. Cameras on for team calls.

Duties:

• Process returns, exchanges, refunds and address changes
• Transfer calls to the right department with a warm handoff
• Notice repeat problems and report them to your team lead
• Call customers back on open issues within the promised timeframe
• Document every interaction in Zendesk or Salesforce Service Cloud
• Answer inbound calls, live chats and emails from a queue
• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department

Requirements:

• 3+ years of customer service, retail, hospitality or call centre experience
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time

Nice to have:

• Experience handling escalations
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Pay and benefits:

• Private medical care
• Life insurance
• Overtime paid
• Multisport card
• Remote work allowance

Please submit your CV in English.

Candidates must be eligible to work in Bosnia and Herzegovina.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kovač Konsalting.