Contact Center Associate - Croatian (plus English)

Short company description

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam.

We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

Requirements

The Profile we are looking for:

Proficient writing and speaking skills in Croatian, plus advanced English level are essential
Prior experience in an international airline environment/operations is advantageous but not mandatory.
Familiarity with booking systems like Amadeus, Galileo, or Sabre is a plus.
Specialized skills including effective communication and customer service, with experience in BPO/contact centers being beneficial.
Graduates in any discipline or undergraduates are welcome.
Demonstrated ability to source necessary information from customers with a strong emphasis on issue resolution.
Proficiency in Microsoft Office and Outlook.
Willingness to work in a contact center environment.

Responsibilities

Key Responsibilities:

Provide outstanding customer service via email and phone interactions.
Handle emails and manage voice calls with customers assisting with booking changes or cancellations, lost baggage, and claims.
Communicating with customers through various channels
Responding promptly to customer inquiries
Maintaining a positive, empathic and professional attitude towards customers at all times
Ensure customer satisfaction and provide professional customer support

Other info

Perks and Benefits:

Competitive salary package, reflecting your expertise and contributions.
Meal tickets
Private medical subscription
Reimbursement for public transportation subscription
“Bring a friend” Referral Program – Consistent rewards for recommendation
Possibility of exciting incentives or tenure-based bonuses within the project to reward your exceptional performance
Permanent contract with the potential for advancement, providing stability and security.
Fully paid training provided by the company
Exciting career growth opportunities within a globally renowned organization.
Engaging projects with leading global brands, offering diverse and rewarding experiences.
Supportive and collaborative work culture, fostering both personal and professional development.
Please note that this is a long-term contract opportunity.

Specifications for the working environment:

Dynamic, young and diverse environment
Full equipment provided by company
All modern equipped kitchen and lunch area – including latest coffee/tea machines
Complex facilities for work environment (Subway and all public transportation, local shops, restaurants and pharmacies)

Benefits

• Performance bonus
• Medical subscription
• Meal vouchers