Customer Service Incident Coordinator (Croatian Speaking)

Location: Contractual Remote – UK. Monday to Friday, 10:30–19:00. Occasional in-person attendance at work-related events may be required.

Company

hirify.global’s Sontiq business 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 guidance, explain support options, and manage customer expectations throughout resolution.
• Coordinate communications between customers, clients, internal specialists, creditors, government agencies, and other third parties.
• Gather evidence, maintain accurate case records, and support identity restoration and remediation.
• Escalate cases requiring specialist support and coordinate meetings and updates across relevant teams.

Requirements

• Fluent Croatian and English, written and verbal, are required.
• Previous customer service experience in a fast-paced, customer-facing, or support environment.
• Strong communication, interpersonal, organisational, analytical, and decision-making skills.
• Ability to manage multiple cases, maintain accurate records, and provide clear guidance during sensitive situations.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Experience with customer service, case management, or customer relationship management platforms.

Culture & Benefits

• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days and a birthday day off.
• Contributory pension scheme and access to the hirify.global Employee Stock Purchase Plan.
• Private healthcare and physical, mental, and financial wellbeing programmes.
• Access to diversity forums, communities, flexible working policies, and training and development opportunities.

Hiring process

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