Croatian-English Speaker Customer Support

CBT is hiring : Customer Support

Location : Romania .

Language : Croatian C1+English Intermediate

The information in this job description is designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Summary of Primary Job Responsibilities: (may perform other duties as requested not specifically addressed in this document)

Our client is a Chinese ultra-low-cost shopping app that launched in the US last September and has expanded into the UK. It has been compared to other discount e-commerce sites which also sell a wide range of items at incredibly low prices.

• Reviewing and annotating data based on provided guidelines and criteria.

• Ensuring accuracy and consistency in data labeling and annotation.
• Identifying and resolving discrepancies or ambiguities in data annotations.
• Collaborating with team members to maintain high-quality annotated datasets.
• Adhering to project deadlines and quality standards.
• Providing feedback on annotation guidelines and suggesting improvements.
• Maintaining confidentiality and security of sensitive data.
• Gather and analyze customer feedback to identify areas for improvement and make recommendations to enhance the overall customer experience.

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education (if beyond High School or equivalent):

• Preferable college degree or related work experience

Languages proficiency

• Croatian . native/ advanced level;
• English intermediate level

Experience Target (in this job or a related function/field):

• Previous experience in customer services
• Computer literate

Skills, Knowledge and Abilities: (identify essential skills required, and identify additional skills that enable success in performing this job)

• Excellent listening and written/oral communication skills in supported languages
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies
• A motivated and enthusiastic personality
• Self-organized, planning and prioritization skills
• Dependable, reliable and able to perform duties with minimum supervision
• Ability to interact positively with peers and supervisors
• Patience, empathy, and a unique ability to manage stress
• Ability to work under pressure and adapt quickly to adverse situations
• Technical aptitude and the ability to pick up new technology quickly
• Familiarity with ticketing systems
• Experience with policy work, or help resource project management
• Able to follow guidelines and instructions
• Ability to think outside the box

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)

Essential Functions: (describe job responsibilities necessary to achieve the positions purpose)

IMPORTANCE

ESSENTIAL FUNCTIONS AND DUTIES

TOTAL JOB % (APPROXIMATE)

1

Ensure the delivery of a quality experience on each and every transaction;

Ensure that all reviews are recognized, recorded, confirmed and solved effectively;

70%

2

Supply high-quality service in accordance with given processes and procedures;

Consistently utilize scripts, Knowledge Center tools and Hot News according to call center and client procedures.

10%

3

Ensure that adherence to required shift schedules is observed at all times;

Attend all required campaign training (new program and updates).

10%

Other Functions: (describe job responsibilities important to the job but not necessary to achieving the positions purpose)

IMPORTANCE

ESSENTIAL FUNCTIONS AND DUTIES

TOTAL JOB % (APPROXIMATE)

1

Take personal responsibility to understand and comply with all company and client security requirements and policies

5%

2

Know and observe all regulations with regard to execution, trade and competition as well as all health and security responsibilities

5%

Decision Making Authority: (describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended)

INDEPENDENT DECISIONS EXPECTED

RECOMMENDATIONS EXPECTED

• Transferring customers appropriately
• Escalation of customer issues

• Campaign improvements based on customer feedback
• System and/or procedural improvements

Working Conditions: (describe the environment in which the position will be working (e.g. normal office environment)

Interested candidates should send their CVs to : badrddin.kamoshi@cbtalents.org