Digital Agent – Banking Customer Support

About the role

A full-time Digital Agent position in Tirana supports customers by phone and other channels on banking products and services. The agent guides customers through the various channels, helps them carry out banking operations and provides useful information, working in shifts.

Key responsibilities

• Support customers by phone and other channels on banking products and services, guiding them through channels and helping them perform banking operations
• Handle customer complaints and inquiries, delegating or cooperating with the relevant units for each product or service
• Meet key performance indicators on answered calls
• Help colleagues with daily issues and give customers the strongest points of the product
• Prioritize and manage multiple tasks, work independently and adapt to a fast-changing environment

Required profile

• University degree
• Fluent English; Italian preferred
• Previous similar teamwork experience desirable
• Good written and verbal communication, strong marketing and sales skills, and a sense of responsibility
• Customer-oriented, able to build and maintain good relationships and to work well in a team

Required skills

• Very good knowledge of basic computer programs (Office)
• Problem-solving and analytical skills
• Ability to use phones and programs efficiently at the same time