Croatian Speaking Customer Service Agent
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Job Description
Croatian-speaking customer service agent supporting clients remotely for Mercier Consultancy Group, a European recruitment and BPO firm. Resolving queries across telephone, email, and live chat while maintaining CRM records and service standards.
Responsibilities:
- Deliver high-quality customer support to Croatian-speaking clients via telephone, email, and live chat
- Identify, investigate, and resolve customer queries, complaints, and requests while meeting service level agreements
- Maintain accurate customer interaction records in the CRM system and comply with data protection regulations and internal quality standards
- Collaborate with technical support and back-office departments to resolve complex customer issues
- Follow up with customers to confirm satisfaction and resolve outstanding matters
- Identify recurring customer pain points and escalate feedback to team leaders for service improvement
- Participate in training sessions, team meetings, and quality evaluation programmes
- Uphold professionalism, empathy, and excellence in customer interactions
Requirements:
- Native or fluent Croatian language proficiency, spoken and written, is essential
- Valid EU passport or documentation confirming the legal right to work within the European Union
- Confident and professional communicator with passion for customer experiences
- Previous customer service, contact centre, or client-facing experience is advantageous; candidates without prior experience are encouraged to apply
- Strong computer literacy, including CRM platforms, ticketing systems, and standard office applications
- Excellent problem-solving skills and ability to remain calm and solution-oriented under pressure
Benefits:
- Competitive Monthly Salary reflective of your skills, experience, and the demands of the customer support services industry
- Fully Paid Relocation Package, including return flight, airport transfer, and hotel accommodation
- Monthly Performance Bonus
- 2 Extra Salaries Per Year in the form of a 13th and 14th salary
- Fully Paid Training Programme
- Comprehensive Health Insurance coverage
- Supportive, multicultural, and inclusive team environment
- Exclusive employee programmes
- Wellness initiatives
- Professional development opportunities
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