BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993 in Vienna by Samir Mane, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America. The Group’s diversified investment portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, energy, logistics, education, and entertainment. With a workforce of approximately 5,500 professionals, BALFIN Group’s sustained success over more than three decades is driven by the dedication and passion of its people.
As a trusted partner, BALFIN conducts business across a broad spectrum of industries on an international scale. The Group is committed to upholding the highest standards of business and ethics, maintaining strong financial stability, leveraging exceptional human capital, and prioritizing innovation.
Since 2023, the Group’s social initiatives have been unified under Mane Foundation, further strengthening its commitment to community empowerment and social impact.
Happy SHPK is one of the newest companies of BALFIN Group, launched in 2020. It provides Customer Care & Customer Experience services, Loyalty Programs, and market research services. Happy SHPK manages the largest loyalty program in Albania, “Happy,” with more than 500,000 members being rewarded annually. The company offers high-level Customer Care services daily, conducts research, surveys, and measures customer satisfaction. Today, it has evolved into a comprehensive business solutions platform, specializing in integrated point-of-sale (POS) systems, electronic cash register (ECR) solutions, and loyalty program integration through smart devices and applications.
Job Position: CC representative
Company: Happy SHPK
Department: Customer Care Operations
Job summary:
Respond to incoming interactions from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.
Main duties and responsibilities:
- Answering phones from customers professionally and responding to customer inquiries and complaints.
- Answer other communication channels.
- Researching required information using available resources.
- Handling and resolving customer complaints regarding product sales to customer service problems.
- Providing customers with the organization’s service and product information.
- Processing forms, orders requested by the customers.
- Identifying, escalating priority issues and reporting to the high-level management.
- Following up complicated customer calls where required.
- Completing call notes and call reports as necessary and updating them in the system.
- Obtaining and evaluating all relevant data to handle complaints and inquiries.
- Recording details of comments, inquiries, complaints, and actions taken.
- Other duties assigned from supervisior.
Skills and Qualifications:
- Knowledge of customer service practices and principles
- Superior listening, verbal, and written communication skills
- Able to react effectively and calmly in emergencies.
- Able to maintain customer confidentiality
- English language at B2 level.
- At least 1 year of experience.
What We Offer
- An attractive benefit package, including fair remuneration based on merit and performance evaluation.
- An exceptional opportunity to develop your skills and growth within BALFIN Group.
- Extra Leave days
- Dynamic and collaborative work environment
Application Process:
Interested candidates can send their applications via email to i.shima@happy.al
Application Deadline: 27/10/2025
*Your personal data (in your capacity as a job candidate) will be processed in accordance with Law no. 124/2024, dated 19/12/2024 “On the Protection of Personal Data,” as well as the Internal Regulation on the Protection of Personal Data (approved by Happy SHPK). This applies to the confidentiality and security of personal data. Only selected applicants will be notified about the next stages.
The processed data is accessed solely by HAPPY ShPK as the employer, specifically by the Human Resources Department.
The data of unsuccessful candidates will be retained for a maximum period of 1 year from the announcement of the successful candidate, for the purpose of contacting them in case of similar job openings matching the applicant’s profile. After 1 year, the data will be irreversibly deleted.
