Job Title: Senior Customer Support Agent
Location: Muharrem Fejza, Prishtinë (Onsite)
Working Schedule: Monday - Friday, 15:00 - 23:00
LS Global specializes in optimizing business operations worldwide through expert outsourcing. We are looking for positive and experienced Senior Customer Support Agents to provide excellent service to enrolled customers through inbound calls. This role handles customer inquiries, resolves complex issues, supports escalations, and ensures company and KPI standards are met.
Key Responsibilities:
- Answer inbound calls and identify customer needs, providing appropriate solutions.
- Handle complex and escalated customer concerns professionally and efficiently.
- Build rapport through active listening, empathy, and clear communication.
- Assist customers with billing, account, and service-related questions.
- Meet company standards, contractual requirements, and established KPIs.
- Accurately document customer interactions and resolutions in the CRM system.
- Navigate multiple systems while maintaining accuracy and efficiency.
- Support and guide team members with questions and customer issues.
- Assist with training and onboarding new team members when needed.
- Identify recurring issues and communicate them to leadership.
Qualifications:
- 2+ years of customer service, call center, or contact center experience.
- Excellent verbal and written communication skills in English (C1 level).
- Strong problem-solving and conflict-resolution skills.
- Good organization, time management, and attention to detail.
- Ability to multitask in a fast-paced environment.
- Strong computer skills and experience with CRM and telephonic systems.
- Professional and empathetic approach when handling difficult customers.
- Ability to meet or exceed KPIs and quality standards.
What We Offer:
- Competitive salary
- Work with a trusted Fortune 100 company
- Real growth opportunities within the organization
- Supportive team and structured training provided
If you want to build your career in a friendly, supportive environment, apply now and join our team!
