Customer Care agent - Digital Financial Services

**BALFIN Group** is one of the most successful investment groups in the Western Balkans. Established in 1993 in Vienna by Samir Mane, 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. The Group’s diversified investment portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, energy, logistics, education, and entertainment. With a workforce of approximately 5,500 professionals, BALFIN Group’s sustained success over more than three decades is driven by the dedication and passion of its people. As a trusted partner, BALFIN conducts business across a broad spectrum of industries on an international scale. The Group is committed to upholding the highest standards of business and ethics, maintaining strong financial stability, leveraging exceptional human capital, and prioritizing innovation. Since 2023, the Group’s social initiatives have been unified under Mane Foundation, further strengthening its commitment to community empowerment and social impact. **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:** Customer Care agent - Digital Financial Services **Company:** Happy SHPK **Department:** Customer Care Operations **Job summary:** The Customer Care Representative – Digital Financial Services is responsible for delivering high-quality customer service through phone and digital channels by handling customer requests, inquiries, and complaints related to the institution’s financial products and services, such as loans, payments, and e-wallets. The role ensures accurate information, timely resolution, and compliance with quality standards and performance indicators (KPI), contributing to a positive customer experience. **Main duties and responsibilities:** ·        Manages customer communication via phone, email, chat, and other digital channels, providing information about the institution’s financial products and services. ·        Provides support to customers regarding loans, payments, e-wallets, and other financial services. ·        Records and tracks customer requests, inquiries, and complaints in the CRM system, ensuring accurate and complete documentation. ·        Ensures timely handling and resolution of cases within defined SLA/KPI targets. ·        Handles customer complaints and issues in a professional manner, offering effective solutions and empathetic communication. ·        Collaborates with other departments to resolve customer cases and improve overall customer experience. ·        Identifies recurring issues and reports them to relevant teams for process improvement. ·        Complies with confidentiality standards and procedures for protecting customer data. ·        Contributes to maintaining a positive institutional image through professional and high-quality service. ·        Performs other job-related duties as assigned by the supervisor. **Skills and Qualifications:** ·        Excellent verbal and written communication skills, with active listening towards customers. ·        Ability to remain calm and respond effectively in high-pressure or urgent situations. ·        High level of integrity and ability to maintain confidentiality of customer data. ·        English language proficiency at a minimum B2 level. ·        Previous experience in customer service; experience in banking or microfinance sector is an advantage. Basic knowledge of microfinance products such as loans, payments, e-wallets, and related financial services is an advantage. **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 28/08/2026. *\*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* Burimi: https://www.linkedin.com/jobs/view/4458253265/

Niveli: mid level