Serve as the primary contact for customers, addressing inquiries and resolving issues. Assist with policy transactions while delivering exceptional service that reflects the company's commitment to excellence and customer satisfaction.

• Manage high call volumes within tight deadlines • De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values • Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience • Handle phone calls, chat and email inquiries with passion and curiosity • Listen actively to provide accurate information and resolve problems effectively • Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows • Efficiently manage time to provide exceptional customer service in a high-volume contact center • Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs • Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system • Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules • Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

• Engage with customers to resolve issues that come through as support tickets to our team • Craft well-written, tailored communications to help customers resolve their issues • Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems • Serve as a trusted advisor with an open, caring and approachable style of working • Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities. • Responsible for validating and completing escalation requests • Handle customer calls for escalation requests • Involve in Incident Management to triage and communicate customer impact • Proactively identify opportunities to develop solutions that help the team achieve our goals • Developing and maintaining operational processes through documentation updates and cross-training • Provide coverage through "on-call" shifts as needed to support our global support model • Active participation and contribution to department OKRs • Meet defined Service Level Agreements, Objectives and Key Results.

Mercier Consultancy MD is excited to offer a fantastic opportunity for Croatian Speaking Customer Service Representatives for a leading Streaming Services provider, with the chance to work in stunning Greece. This position is ideal for individuals passionate about digital entertainment and delivering exceptional customer support. As a representative, you will assist customers in Croatian with their inquiries regarding streaming services. Key Responsibilities - Handle customer inquiries related to streaming service subscriptions, content access, billing, and technical issues via phone, email, and chat in Croatian. - Provide clear and helpful guidance on account management, service features, and troubleshooting steps. - Resolve customer complaints and issues efficiently to ensure high satisfaction levels. - Document all customer interactions accurately in the CRM system. - Collaborate with internal teams to improve customer experience and service delivery. - Stay up-to-date with streaming service updates, new releases, and industry trends to assist customers effectively.