Customer Care Representative

**BALFIN Group**
is one of the most successful investment groups in the Western Balkans. Established in 1993, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America.

Its diversified portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, logistics, education, and entertainment.

With a workforce of approximately 5,500 professionals, BALFIN Group continues to grow steadily, guided by strong business ethics, financial stability, innovation, and a long-term commitment to community impact through Mane Foundation.

 

**Happy SHPK**
is one of the newest companies of BALFIN Group, launched in 2020. It provides Customer Care & Customer Experience services, Loyalty Programs, and market research services. Happy SHPK manages the largest loyalty program in Albania, "Happy," with more than 500,000 members being rewarded annually. The company offers high-level Customer Care services daily, conducts research, surveys, and measures customer satisfaction. Today, it has evolved into a comprehensive business solutions platform, specializing in integrated point-of-sale (POS) systems, electronic cash register (ECR) solutions, and loyalty program integration through smart devices and applications.

**Job Position:**
CC representative

**Company:**
Happy SHPK

**Department:**
Customer Care Operations

**Job summary:**

Respond to incoming interactions from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services. Additionally, agents are responsible for making outbound calls to set appointments and gather survey data.

**Main duties and responsibilities:**

·        Manage customer communication through inbound calls and digital channels (social media, chat, email), providing clear, accurate, and timely information about the company’s products, services, and policies.

·        Identify, log, and track all customer requests, orders, and complaints in the CRM system, ensuring continuous updates.

·        Ensure that all requests are handled and resolved within defined timelines (SLA/KPI), maintaining high standards of quality and accuracy.

·        Provide effective and professional solutions to customer issues while maintaining a polite and empathetic communication style.

·        Identify recurring issues and contribute to process improvements by reporting them to the relevant teams.

·        Collaborate closely with other departments to ensure timely and accurate resolution of customer cases.

·        Prepare periodic reports on activities and performance as required by management.

·        Contribute to maintaining and strengthening the company’s positive image in all customer interactions.

·        Perform other duties as assigned by the supervisor, in line with business needs.

**Skills and Qualifications:**

·        Strong verbal and written communication skills, with active listening ability.

·        Ability to remain calm and respond effectively in high-pressure or urgent situations.

·        Ability to maintain confidentiality and handle customer data with integrity.

·        Good command of English (minimum B2 level).

·        Previous experience in customer service; experience in the financial sector is considered an advantage.

Basic knowledge of financial products (loans, payments, wallet) is considered an advantage.

**Desired Attributes**

·        Agile, proactive, and capable of working efficiently under pressure.

·        Commitment to continuous professional and technical development.

·        Customer-focused with dedication to delivering high-quality services.

·        Excellent troubleshooting and problem-solving skills.

**What We Offer**

- An attractive benefit package, including fair remuneration based on merit and performance evaluation.
- An exceptional opportunity to develop your skills and growth within BALFIN Group.
- Extra Leave days
- Dynamic and collaborative work environment

**Application Procedure:**

To apply for this position, please submit a CV in
i.shima@happy.al
by
**12**
**th**
**April 2026.**

*\*Your personal data (in your capacity as a job candidate) will be processed in accordance with Law no. 124/2024, dated 19/12/2024 "On the Protection of Personal Data," as well as the Internal Regulation on the Protection of Personal Data (approved by Happy SHPK). This applies to the confidentiality and security of personal data. Only selected applicants will be notified about the next stages. The processed data is accessed solely by HAPPY ShPK as the employer, specifically by the Human Resources Department.*

*The data of unsuccessful candidates will be retained for a maximum period of 1 year from the announcement of the successful candidate, for the purpose of contacting them in case of similar job openings matching the applicant’s profile. After 1 year, the data will be irreversibly deleted.*