Customer Relations Agent

Teya

. Respond to merchants across all communication channels with clear and accurate information about Teya products, services, and processes .

Posted 11/4/2026full-timeZagreb • CroatiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and interpersonal skills while effectively managing customer inquiries and complaints. Proficient in handling technical issues, maintaining accurate records, and identifying sales opportunities within a customer-focused environment.

Highest-signal resume keywords

Fluent In CroatianFluent In EnglishCustomer-Focused MindsetExperience With ZendeskAbility To Handle Complaints

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Strong Communication SkillsInterpersonal SkillsAbility To Learn ContinuouslyAbility To Overcome ObstaclesAbility To Handle Challenging Conversations

Tools & Technologies

Zendesk

Industry Keywords

CMTAMLFraud ChecksChargebacksNPSKPISLAMerchant FeedbackSales OpportunitiesChurn Risks

About the role

Key responsibilities & impact

Respond to merchants across all communication channels with clear and accurate information about Teya products, services, and processes
Call back on missed and IVR calls
Investigate and resolve technical, account-management, and transaction queries
Perform initial troubleshooting and escalate complex cases to the appropriate teams
Own tickets from first contact through closure and keep merchants updated
Guide merchants through CMT, AML, fraud checks, and chargebacks
Handle complaints within authority and escalate when needed
Identify churn risks and pass relevant context to account owners
Recognize sales opportunities and hand them over to the Sales team
Maintain accurate records in Zendesk and report incidents or tool issues
Follow up on NPS responses, gather merchant feedback, identify recurring issues, and share improvement ideas
Track personal KPIs and SLAs and help improve processes and tools

Requirements

What you’ll need

Fluent in both Croatian and English
Strong communication and interpersonal skills
Customer-focused mindset
Previous experience in a similar role is desired but not mandatory
Ability to handle challenging conversations and complaints professionally
Ability to learn and improve continuously
Ability to overcome obstacles
Must work from the Zagreb/Croatia location arrangement
Ability to work weekday shifts
Right to work in the country is addressed in the application process

Benefits

Comp & perks

Permanent contract with 6 month probation period
Work in a friendly, comfortable, and relaxed environment
Flexible working hours that align with team needs
Weekday shifts only: no nights, weekends, or holidays
Up to 26 days of vacation
3 fully paid days for unexpected health issues
Monthly food allowance
Health Check
High-quality hardware provided for work
Structured onboarding program for all new employees
Hybrid work with 2 days working from home