Customer Support Representative

About This Opportunity

The Headhunter LTD in Albania, a daughter company of The Headhunter Karriera LLC USA, is recruiting on behalf of its client – a newly established Business Process Outsourcing (BPO) organization experiencing significant growth. Our client delivers end-to-end business solutions to a global portfolio of companies and is seeking a communicative, patient, and solution-oriented Customer Support Representative to join their Customer Care team.

About the Position

In this role, you will be the first point of contact for customers, helping them with inquiries, requests, and troubleshooting in a professional and prompt manner to ensure an excellent service experience.

Key Responsibilities

• Actively resolve customer issues, demonstrate service awareness, and ensure a positive contact experience at every interaction
• Respond to customer inquiries seriously and professionally in accordance with training requirements, upholding the standards of the customer service function
• Escalate and follow up on unresolved customer issues, coordinating effectively with other departments to ensure timely resolution
• Maintain accurate records of customer interactions and transactions in the relevant systems
• Identify recurring issues and communicate findings to the team leader or supervisor to support continuous service improvement
• Meet or exceed individual KPI targets related to quality, attendance, and performance evaluations
• Fluent English (written and spoken) — additional languages are a strong asset
• Minimum 6 months of prior experience in a customer service environment
• Knowledge of sports and i-gaming industry is highly advantageous
• Bachelor's degree or equivalent qualification
• Strong communication and interpersonal skills, with a calm and professional manner under pressure
• Ability to work independently and adapt to a rotating shift schedule
• Early-career professionals with a genuine interest in customer service and BPO operations are encouraged to apply

Requirements & Qualifications

Working Conditions & Details

Location

Bulevardi Gjergj Fishta, Building No. 146, Entrance No. 2, 1st Floor, Municipal Unit 7, Tirana, Albania.

Working Hours

This role operates on a full-time, shift-based schedule of eight (8) hours per day, with three (3) rotating shifts (morning, afternoon, and night) that may be updated on a monthly basis. Rest days, weekly rest periods, public holiday entitlements, and applicable premium pay for work performed on public holidays are provided in full accordance with the Albanian Labour Code (Kodi i Punës). Complete details of the working schedule and rest entitlements will be set out in the employment contract.

KPI Bonus

Employees are eligible for a monthly bonus based on KPI results, evaluated across three performance pillars:

• Attendance & Reliability
• Work Quality
• Performance Evaluation (conducted by your supervisor or team leader)

How to Apply

This position is recruited exclusively by The Headhunter LTD Albania on behalf of our client. Submit your CV while applying online directly to the link. We thank all applicants; only those selected for an interview will be contacted.