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.

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;

Customer Relations Agent

Responsibilities

Qualification

Required

Company

Teya

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