After Hours Agent

About the role

Glade Solutions shpk, a contact center specializing in customer experience services, is hiring an After Hours Agent for its on-site team in Durrës, Albania. The agent handles customer calls and inquiries outside standard business hours, providing timely information, support and issue resolution in line with company procedures.

Key responsibilities

• Manage inbound and outbound communications during evenings, nights, weekends and holidays as required.
• Document interactions accurately in the system.
• Escalate complex cases to the appropriate teams.
• Follow service scripts and guidelines.
• Work with colleagues and supervisors to maintain service continuity and meet performance targets.
• Adhere to data protection rules and professional communication standards.

Required profile

• Fluent spoken and written English; knowledge of other languages is an advantage.
• Secondary education; additional training in communication, business or IT is a plus.
• Previous contact center or customer support experience is preferred but not mandatory.
• Willingness to work evenings, nights, weekends and holidays, with reliability and punctuality.

Required skills

• Strong customer service and communication skills, including clear speaking, active listening and a professional phone manner.
• Ability to handle multiple calls and tasks, with good time management and attention to detail.
• Comfort with contact center software, basic computer applications and secure IT systems.