About us:

Lycamobile’s mission is to connect friends and family around the world. As the world’s biggest international mobile virtual network operator (MVNO), Lycamobile provides low-cost, high-quality data and voice services to over 14 million customers across 21 countries. Founded in 2006 Lycamobile continues to grow rapidly and now welcomes a new customer to its family every two seconds.

Expanding our business operations in Macedonia, we are looking for the following position:

Customer Service Agent

Key role responsibilities:

• Attracts potential customers by answering product and service questions; suggesting information about other products and services
• Assists with complaints, orders, errors, account questions, billing, cancelations, and other queries
• Opens customer accounts by recording account information
• Maintains customer records by updating account information
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment; following up to ensure resolution
• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information.
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Attempt to persuade customer to reconsider cancellation
• Support all departments with any other business specific tasks
• Inform customer of deals and promotions

Required professional skills:

• Must be fluent and have good communication skills in Macedonian and English (Albanian is a huge plus)
• Maintain reports within MS Excel and Word
• Strong communication skills required, face to face and over the telephone
• Ability to deal with pressurised situations calmly and efficiently
• Possess empowerment to make decisions to resolve any customer situation effectively
• Previous industry knowledge or work experience in the contact centre industry would be preferable but not mandatory
• Flexibility with shift patterns is required to ensure support across operational hours
• Immediate start date

If you are interested in a new exciting opportunity, we are looking forward for your applications, including your CV in English, naming the position you applying for at the following e-mail address: [email protected]