Customer Care Operations Agent

Location: Belgrade, Serbia; shift pattern from 6:00–22:00

Company

hirify.global develops reverse vending, collection, sorting, and food processing solutions that support the circular economy. The Shared Service Center in Serbia supports hirify.global Collection Europe through remote monitoring, first-line support, and service coordination.

What you will do

• Provide first-line customer support by phone, email, chat, and digital channels.
• Own customer cases from intake through resolution or escalation.
• Follow troubleshooting processes, monitor alerts, validate issues, and perform remote interventions.
• Document cases in the CRM and maintain accurate data while meeting SLA response and resolution targets.
• Escalate complex issues with complete diagnostics and prepare cases for field service dispatch.
• Identify recurring issues and contribute to knowledge base development, best practices, automation, and AI-enabled customer care.

Requirements

• At least 2 years of experience in customer care, service operations, or contact center environments.
• Strong communication and customer handling skills.
• Structured problem-solving mindset and experience with CRM or case management tools.
• Comfort working in an SLA-driven, process-oriented environment.
• Flexibility to work shifts between 6:00 and 22:00.
• Fluent English required.

Nice to have

• Technical support experience with software or hardware products.
• Spanish, Italian, French, Portuguese, Greek, or another European language.

Culture & Benefits

• Stable position in a global, sustainability-driven company.
• International working environment with collaboration across Europe.
• Competitive salary and benefits aligned with the Serbian market.
• Professional development and internal growth opportunities.
• Supportive culture based on responsibility, trust, innovation, and continuous improvement.

Hiring process

• Submit a CV, a short introduction, and motivation for joining hirify.global in the application message.
• Applications are assessed continuously.