Customer Relations Agent

About Teya Teya exists to make sure that every small and growing business in Europe has the opportunity to thrive. We want to become Europe’s go-to software solution for these businesses, simplifying their every day and helping them reconnect with the joy of running their business. We've built a fast-paced, energetic, and innovative environment that is dedicated to bringing the best solutions to customers. Your mission 🚀 Join an energetic and diverse Customer Relations team, where we put customers & world-class customer service at the heart of everything we do. Our customers predominantly are local merchants, and we aim to make them feel big by providing them with the best possible support. We assist our merchants through all communication channels to educate them about our products and resolve their requests. We always listen to the customer and suggest ways to improve as a company - from rethinking the way we handle our processes to upgrading our internal systems. What you will do: - Respond to merchants across all our communication channels, giving clear and accurate information about Teya products, services and processes, and call back on missed and IVR calls. - Investigate and resolve queries, from technical issues and account management to transaction problems, with initial troubleshooting and escalation of more complex cases to the right teams. - Own each ticket from first contact to closure, follow up with colleagues in other teams and keep merchants updated on progress. - Guide merchants through additional checks (CMT, AML, fraud) and chargebacks, explaining the steps and the documents needed. - Stay calm and professional in challenging conversations, and handle complaints within your authority, escalating when needed. - Spot early signs that a merchant may leave, such as a fee concern, a competitor offer or reduced usage, resolve what you can and pass the full context to the account owner. - Recognise sales opportunities and hand them over to the Sales team, who will take the conversation from there. - Keep accurate records in Zendesk and report incidents or tool issues to the relevant teams. - Follow up on NPS responses, gather merchant feedback, flag recurring issues and share improvement ideas, including on the Teya apps. - Track your own KPIs and SLAs, and help us introduce and improve new processes and tools.   Your Story 📖 You are eager to learn and grow with us, as well as contribute with your own expertise to meet our customers’ needs. You love helping others and are willing to go the extra mile for our customers. You have strong communication skills and are fluent in both Croatian and English. - You're fixated on the customer and everything we can do to serve them; - Confident in communication and interpersonal skills; - Fiercely competitive and relentless when it comes to goals and targets; - Eager to learn and improve every day: you have great energy and passion for what you do; - Spontaneous and certain in your ability to overcome obstacles; - Previous experience in a similar role is desired but not mandatory; The best part about you is that you have a gift for quickly finding common ground with every type of person! The Perks 😊 - Permanent contract with 6 month probation period - Work in a friendly, comfortable, and relaxed environment - Enjoy flexible working hours that align with team needs - Weekday shifts only: no nights, weekends, or holidays. - Receive up to 26 days of vacation - 3 fully paid days for unexpected health issues - Monthly food allowance, and other benefits like Health Check - High-quality hardware is provided for work, ensuring a smooth working experience - Structured onboarding program for all new employees - Hybrid work - 3 mandatory office days and 2 days work from home Teya is proud to be an equal opportunity employer. We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all. If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.