Senior Customer Service Representative

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year.

THE ROLE:

Kvarner Digital is looking for a Senior Customer Service Representative to join a small, steady team. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. You can work from home anywhere in Croatia. We have no office requirement. We use Slack, Notion and Google Meet. Cameras on for team calls.

RESPONSIBILITIES:

• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Escalate complaints that need a supervisor or another department
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines

REQUIRED QUALIFICATIONS:

• 5+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)

NICE TO HAVE:

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

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay: €880 - €1,100/month

WHAT YOU GET:

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

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Kvarner Digital d.o.o..