Customer Support Representative (m/f)

Humankind Global Recruitment is currently working with Navica Services to add to their team of Customer service representatives in Zagreb. This is an exciting time to join the team at Navica. Navica Services pride themselves on the quality of customer service they provide. This is not your average role where they just want you to go through as many calls as possible. Quality above anything else which is the phrase the manager used with me. Job Purpose: As a Customer Support Representative, you should be able to effectively cope in an ever-changing environment while providing fast, efficient customer service. Such a CSR offers an essential, value-adding service that aims to provide first contact resolution to our customers both quickly and at a high level of quality. Key Role Responsibilities: - Reply to emails, and web chats in a professional manner - Strive for first contact resolution - Offer exceptional and proactive Customer support, which exceeds all customer expectations - Provide helpful Customer Support by identifying customer needs, resolving customer concerns - Be knowledgeable in all necessary areas regarding the business and its products - Ensure processing of email and chat inquiries according to internal procedures and policies - Ability to liaise with other departments to address customer/player’s inquiries (i.e., BTC, Fraud and Financial Services) - Can quickly identify and report any technical issues relating to system issues and errors to the appropriate team - Perform additional duties and project work as assigned

Key Personal Capabilities: - Has at a minimum of basic knowledge of internet troubleshooting - Passionate about adding value to a customer’s experience and interaction - Excellent email, and web chat etiquette with strong verbal and written communication skills - Continue to attend training / upskilling sessions to improve product specific and systems knowledge - Has basic troubleshooting and Multitasking skills - Able to portray a professional and positive attitude and can live up to our Company values - Be a strong team player who can motivate and drive team success - Can demonstrate flexibility and reliability in shifting schedules - Savvy in the use of Microsoft and Mobile applications - Dedication and enthusiasm - Strong command of English