Specijalist za korisničku podršku

About the role

We are looking for a Customer Support Specialist to join our fast‑growing marketplace team in Zagreb. You will handle customer inquiries via email (Zendesk) and phone, providing clear, accurate answers that keep shoppers coming back.

Key responsibilities

• Respond to customer emails in Zendesk, ensuring timely and precise replies.
• Answer inbound phone calls, resolve issues in real time, and provide order status updates.
• Inform customers about delivery, payment, and product availability.
• Identify and forward complaints to the dedicated complaints department within Zendesk.
• Escalate delivery problems to the logistics team and coordinate with couriers.
• Route requests for exchanges, returns, and B2B inquiries to the back‑office team.
• Tag and categorize tickets correctly to help analyse recurring issues.
• Collaborate with internal teams to improve processes and reduce repeat queries.

Required profile

• Proven experience in customer support, preferably using ticketing systems and phone communication.
• Excellent written Croatian with flawless spelling and clear verbal communication.
• Organised, detail‑oriented and able to handle a high volume of inquiries.
• Comfortable working with multiple internal teams and processes.
• Basic understanding of online shopping and logistics (advantageous but not mandatory).
• English at B1 level for handling some written and phone queries.

Required skills

• Zendesk ticketing system.

What we offer

• Well‑defined processes and an established ticketing system.
• Varied daily tasks across multiple communication channels.
• Initial training and onboarding during the first weeks.
• Opportunities for advancement to more complex topics such as complaints handling, back‑office, or team leadership.
• MultiSport card or systematic health check.
• Employee discounts on the marketplace.
• Professional development and continuous learning.
• Casual work environment that values simplicity and proactivity.