Customer Care Representative
Company: OnSolutions
Location: Tirana, Albania
Deadline: 25 Jun 2024


On Solutions, is one of the newest companies of BALFIN Group launched in 2020, provides loyalty programs, customer experience & services, social media communication, NPS, CSI surveys, market research services, telesales and online sales management, measuring customer satisfaction, performing analyzing and reporting On Solutions manages the biggest loyalty program in Albania, Happy, with over 520,000 members being rewarded yearly. Happy Program is the only multi-brand scheme in Albania.

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: June 25, 2024

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.