Viši agent kontaktnog centra

About the role

We are looking for a Senior Contact Center Agent to join our dynamic team in Zagreb. You will work in a rotating three‑shift schedule, handling inbound and outbound calls, and providing assistance to our insurance customers.

Key responsibilities

• Process all incoming and outgoing customer calls.
• Open work orders for emergency interventions and track road‑assistance cases.
• Coordinate with partners, field operators, towing services, service centers, and rental agencies.
• Prepare invoices and calculate service fees.
• Advise existing and prospective clients on insurance policies and services.
• Forward inquiries to relevant departments and collaborate on product launches and campaigns.
• Calculate buy‑out values and handle email/web requests.
• Mentor and onboard new employees.

Required profile

• Completed secondary or higher education (SSS/VSS/VŠS/Diploma).
• Active use of the MS Office suite.
• Fluent English – spoken and written.
• Good knowledge of banking and insurance products.
• Strong organisational abilities.

Required skills

• Microsoft Office

What we offer

• Permanent contract with a probation period.
• Transport allowance, hot meal, regression and Christmas bonus.
• Supplementary health insurance and regular medical check‑up.
• Birthday day off, volunteering day, and a day for parents of school‑age children.
• Hybrid work model – up to two remote days per week.
• MultiSport card and continuous training opportunities.
• Mentor support, career development and advancement within the company.