Senior Customer Support Agent

	 	 
Job Title: Senior Customer Support Agent 
Location: Muharrem Fejza, Pristina (On-site) 
Working Hours: Monday - Friday, 15:00 - 23:00 (local time) 
LS Global EU specializes in optimizing business operations worldwide through expert outsourcing. We are currently recruiting for one of our international clients for a Senior Customer Support Agent position. The ideal candidate will provide excellent service to customers through inbound calls, resolve complex issues, support escalations and ensure company and KPI standards are met. 
Key Responsibilities: 

Answer inbound calls, identify customer needs and provide the right solutions, including billing, account and service-related questions 
Handle complex and escalated customer concerns professionally, with empathy, active listening and clear communication 
Accurately document customer interactions and resolutions in the CRM system while navigating multiple systems efficiently 
Meet company standards, contractual requirements and established KPIs 
Support, guide and help train team members, and report recurring issues to leadership

Requirements: 

2+ years of customer service, call center or contact center experience. 
Excellent verbal and written English communication skills (C1 level or higher).
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 telephone systems. 
Professional and empathetic approach when handling difficult customers. 
Ability to meet or exceed KPIs and quality standards. 

What We Offer: 

Competitive salary 
The opportunity to work with a trusted international client 
Real growth opportunities within the organization 
A supportive team and structured training

If you want to build your career in a friendly, supportive environment, apply now and join our team!