Customer Engagement Agent

Job Brief:

We are looking for a professional and customer-focused Customer Engagement Agent to join our growing team in Bucharest.

In this role, you will communicate with customers via phone and email, providing exceptional service while assisting with account-related enquiries and support requests. You will build strong customer relationships, resolve issues efficiently, and ensure every interaction delivers an outstanding customer experience.

This is an excellent opportunity for someone who enjoys helping people, has strong communication skills, and thrives in a fast-paced environment.

Responsibilities:

• Communicate with customers via phone and email in a professional and timely manner.


• Assist customers with account-related enquiries and support requests.


• Provide accurate information about products, services, and company processes.


• Resolve customer issues while delivering an excellent customer experience.


• Guide customers through account verification and other account-related procedures when required.


• Build and maintain positive customer relationships through exceptional service.


• Accurately record customer interactions using internal systems.


• Collaborate with internal teams to ensure customer enquiries are resolved efficiently.


• Escalate complex customer issues to the appropriate department when necessary.


• Meet quality, productivity, and customer satisfaction targets.


• Follow company policies, procedures, and service standards.

Skills Required:

• Previous experience in customer service, customer support, customer engagement, or a contact centre environment.


• Excellent verbal and written communication skills.


• Strong telephone etiquette and active listening skills.


• Customer-focused with a professional and empathetic approach.


• Strong problem-solving and organizational skills.


• Excellent attention to detail.


• Comfortable using CRM systems and Microsoft Office or Google Workspace.


• Ability to multitask and work effectively in a fast-paced environment.


• Positive attitude with a willingness to learn and develop.


• Ability to work independently and as part of a team.

Benefits:

• Competitive salary with annual performance bonus.


• Private medical insurance.


• Meal tickets.


• 7card membership.


• Transportation reimbursement.


• Employee referral bonus.


• Ongoing training and career development.


• Modern office environment.


• Complimentary coffee, fruit, and snacks.


• Regular team-building events and social activities.