Customer Service Representative II

We work with Fortune 500 companies, federal agencies and large health systems. Headquartered in Zagreb, the firm is employee-owned.

Job summary:

This is a backfill for a team member who moved to another team. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This role is fully remote within Croatia.

Essential duties and responsibilities:

• Complete required training and quality coaching sessions
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines

Required qualifications:

• Able to sit at a workstation and wear a headset for a full shift
• Comfortable using multiple screens and systems at the same time
• Must pass a background check
• High school diploma or GED

Preferred qualifications:

• Prior billing or insurance call centre work
• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Schedule: Four 10-hour shifts, rotating weekend day

Salary: €920 - €1,200 per month

What you get:

• Private medical care
• Extra annual leave days
• Cafeteria benefit system

Start: Immediately.

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