Customer Relations Agent

The role

You will assist local merchants through all communication channels to educate them about products and resolve requests. You will investigate technical issues, manage account queries, and handle complaints.

What you will do

• Respond to merchants across all communication channels
• Call back on missed and IVR calls
• Investigate and resolve technical, account management, and transaction queries
• Own each ticket from first contact to closure
• Guide merchants through additional checks and chargebacks
• Handle complaints and escalate when needed
• Identify potential merchant churn and pass context to account owners
• Recognize sales opportunities and hand them to the Sales team
• Keep accurate records in Zendesk
• Follow up on NPS responses and gather merchant feedback

Required qualifications

• Fluent in both Croatian and English
• Strong communication skills
• Confident in communication and interpersonal skills
• Fiercely competitive and relentless when it comes to goals and targets
• Eager to learn and improve every day
• Spontaneous and certain in your ability to overcome obstacles

Nice to have

• Previous experience in a similar role is desired

Benefits

• Permanent contract with 6 month probation period
• Flexible working hours
• Up to 26 days of vacation
• 3 fully paid days for unexpected health issues
• Monthly food allowance
• Health Check
• High-quality hardware provided
• Structured onboarding program

About the company

Teya exists to make sure that every small and growing business in Europe has the opportunity to thrive. They aim to become Europe’s go-to software solution for these businesses.