Customer Care Operations Agent

Location: Belgrade, Serbia; hybrid workplace. Shift pattern from 06:00 to 22:00.

Company

hirify.global develops reverse vending, collection, sorting, and food processing solutions that support the circular economy, with a Shared Service Center in Serbia supporting hirify.global Collection Europe.

What you will do

• Act as the first point of contact through phone, email, chat, and digital channels, owning customer cases from intake through resolution or escalation.
• Apply structured troubleshooting and decision frameworks to resolve issues remotely wherever possible.
• Monitor remote monitoring alerts, validate issues, trigger cases, and perform relevant remote interventions.
• Manage and document cases in CRM systems while meeting SLA response and resolution targets and maintaining accurate data.
• Escalate complex issues with complete diagnostics and prepare cases for field service dispatch.
• Identify recurring issues, support knowledge base development, and maintain high-quality data for automation and AI.

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.
• Experience using CRM or case management tools.
• Comfort working in an SLA-driven, process-oriented environment.
• Fluent English and one additional European language, such as Spanish, Italian, or French.
• Flexibility to work shifts between 06:00 and 22:00.

Nice to have

• Previous technical support experience with software and/or hardware products.

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.
• Opportunity to contribute to business-critical improvements and the growth of the Customer Care operation.

Hiring process

• Apply with a CV, a few words about yourself, and an explanation of your interest in the position and hirify.global in the “Message to Hiring Team” field.
• Applications are assessed continuously; early application is encouraged.