Contact Center Agent

	 	 
Job Title: Contact Center 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 Contact Center Agents to deliver high-quality, supportive service to enrolled customers through inbound calls. This role is responsible for answering customer inquiries, guiding customers through complex challenges, and managing escalations to ensure a smooth, positive service experience. 
Key Responsibilities:

Answer inbound calls, assess customer needs, and provide clear, accurate solutions.
De-escalate customer concerns and resolve complex billing, account, or service issues efficiently and professionally.
Establish trust and strong customer rapport through active listening and effective communication.
Utilize multiple internal tools simultaneously to record detailed notes and resolutions within the CRM system.
Support team members by answering operational questions, guiding complex calls, and assisting with new hire onboarding.
Identify recurring service trends or customer pain points and report them to leadership.
Consistently maintain company quality, compliance, and operational standards across all interactions.

Qualifications:

1+ 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.

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!