Customer Service Incident Coordinator (Croatian Speaking)

About the role

A support role helping customers affected by identity theft, fraud and data breaches work through resolution. The coordinator gathers case details, guides customers and liaises with internal and external parties.

What you will do

• Interview customers by phone to collect details about fraud, breach and identity theft incidents
• Review case information to judge severity and decide the appropriate next steps
• Give empathetic, professional support and clear updates throughout resolution
• Serve as the main contact between customers, clients and internal specialists
• Document evidence and prepare correspondence with creditors, agencies and other third parties
• Escalate specialist cases and coordinate meetings and updates across teams

What they look for

• Fluency in Croatian and English, written and spoken
• Prior customer service experience, ideally in a fast paced or support setting
• Strong communication and interpersonal skills for sensitive situations
• Ability to assess customer needs and make informed decisions on cases
• Good organisation and attention to detail when handling multiple cases
• Proficiency with Microsoft Office tools such as Outlook, Word and Excel