Customer Care Representative
Company: OnSolutions
Location: Tirana, Albania
Deadline: 26 Sep 2022


On Solutions is one of the newest companies of BALFIN Group launched in 2020, provides Customer Care & Costumer Experience Services, Loyalty Programs, market research services. On Solutions manages the biggest loyalty program in Albania, Happy, with more than 405,000 members being rewarded yearly. The company has expertise in Customer Care services, offering high-level experience to customers on daily basis. On Solutions is also responsible to run researches, surveys and measure customer satisfaction.


Balkan Finance Investment Group, BALFIN Group, is one of the most significant and successful investment groups in the Western Balkans region. Geographically, BALFIN Group is present in Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, and the Netherlands, employing approximately 5,200 people. The activities of the BALFIN Group comprise real estate, wholesale and retail, banking, asset management, media, education, and logistics. BALFIN Group is growing steadily, having a positive impact on the communities through economic development, employment opportunities, innovation, and social investment.

Position: Customer Care Representative

Company: On Solutions SHPK

Department: Customer Care

Reports: Inbound Supervisor                               


Job Overview:

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.


Responsibilities and Duties

  • 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.



  • 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 Required Level B2
  • Experience at least 1 year

Work conditions: Balfin Group offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.


Application Procedure: All the interested candidates are welcomed to submit their CVs in the address:


Deadline Application: 26 September 2022


Only selected candidates will be contacted for the interview.


*All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”.

Please note that only those candidates SELECTED for further consideration, will be contacted.