Gathering and providing information

  • Answers telephone calls of the customers with compulsory adherence to the scripts in the domain of the job
  • Informing and advising customers on service characteristics, as well as answering to customer questions
  • Fetching data from customers
  • Creating an order for customers

Case solving

  • Record and case analysis
  • Works on finding solutions and providing information to the customer so they can self-handle the case
  • Leading the customer through the procedure to the solution (explanation)
  • Providing feedback to the customer
  • Help desk
  • Gets feedback from the customer regarding the case / service

Escalated Cases/ Forwarded cases

  • Escalating (forwarding) an emergency calls to Customer Support Representative
  • Regular monitoring of the case status
  • Providing feedback to the customer
  • Referring the customer to another institution


  • Monitoring of the SLA team which he/ she is part of
  • Provides timely and quality reporting to the Client Relation Manager on the activities and work processes
  • Provides support for continuous improvement of the process
  • Regular exchange of information with the team for the purpose of joint development
  • Other business activities that may be assigned to him/ her by the Company, if necessary

Candidate profile and qualifications:

  • Excellent knowledge of Albanian and English language
  • Excellent communication skills
  • Experience in handling objections
  • Accuracy in data entry

Deadline for applications: until fulfilled


Pozicije posla

Customer Experience Representative - Albanian language   1

  • Marketing i PR
  • Prodaja i trgovina
  • Lingvistika, književnost i prevodilačke usluge
  • Srednja škola