Customer Service Incident Coordinator (Croatian Speaking)

Location: Remote, United Kingdom; occasional in-person attendance at work-related events may be required.

Company

hirify.global is a global information and insights business whose Sontiq division provides identity protection and cyber safety support for consumers affected by identity theft, fraud, and data breaches.

What you will do

• Conduct telephone interviews with customers affected by fraud, identity theft, and data breaches.
• Review case information, assess incident severity, and determine appropriate next steps.
• Provide empathetic customer support, clear guidance, and regular updates throughout incident resolution.
• Collect, document, and maintain evidence and case information for identity restoration and remediation.
• Coordinate communications with customers, clients, internal specialists, creditors, government agencies, and other third parties.
• Escalate cases requiring specialist support and coordinate related meetings and updates.

Requirements

• Fluent Croatian and English, written and verbal.
• Previous customer service experience, preferably in a fast-paced, customer-facing, or support environment.
• Strong communication, interpersonal, organisational, and analytical skills.
• Ability to assess customer needs, make informed decisions, manage multiple cases, and maintain accurate records.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Experience with customer service, case management, or customer relationship management platforms.

Culture & Benefits

• Monday to Friday shift pattern from 10:30 to 19:00.
• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days and an additional birthday day off.
• Contributory pension scheme, employee stock purchase plan, private healthcare, and wellbeing programmes.
• Flexible policies supporting work-life balance, diversity forums, and employee communities.

Hiring process

• Most recruitment stages are conducted virtually by phone and video.
• A physical interview may be required, with details provided by the recruiter.
• Reasonable adjustments are available during the recruitment process.