Customer Support Assistant at Gjirafa

Pristina, , Kosovo -

Full Time

Start Date

Immediate

Expiry Date

02 Jul, 26

Salary

0.0

Posted On

03 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer support, Communication skills, Problem-solving, Decision-making, Multitasking, Time management, Computer proficiency, E-commerce knowledge, Retail experience, Written communication, Verbal communication, Active listening

Industry

IT Services and IT Consulting

Description

About Gjirafa Gjirafa is one of the fastest-growing tech companies in Central Europe, and it is built to last. We are customer-centric, result-driven, and we have relentlessly high standards. Our ultimate mission is to build the internet economy in the CE region. Gjirafa’s ecosystem of services encompasses e-commerce, video streaming, online marketing, cloud computing, and entertainment production. At Gjirafa, we are uncompromising when it comes to quality, efficiency, reliability, and affordability. We are deeply enthusiastic about catering to the expectations of our customers and delivering engaging experiences for them. Gjirafa is a platform where smart, persistent, and passionate people empower each other to transform great ideas into reality. Together, we lead with empathy and nurture a unique environment of shared purpose which fosters innovation and collaboration. To know more about Gjirafa please visit us: aboutgjirafa.com About the Role: We are looking for two (2) Customer Support Assistants. As a Customer Support Assistant you will play a critical role in delivering exceptional customer support through various channels, including phone, email, and chat. In this role you will assist customers with inquiries, resolve issues, and ensure their overall satisfaction with Gjirafa’s products and services. Your primary goal will be to deliver a world-class customer experience while adhering to Gjirafa’s customer service principles. Your day-to-day responsibilities include: Respond promptly and professionally to customer inquiries via phone, email, social media platforms and chat, addressing their concerns and resolving any issues. Provide accurate and detailed information about Gjirafa’'s products, services, and promotions to customers. Assist customers in navigating Gjirafa’s website, placing orders, tracking shipments, and managing their accounts. Identify and escalate complex or unresolved customer issues to the appropriate internal teams for further investigation and resolution. Proactively identify opportunities to improve customer satisfaction and provide feedback to management. Meet or exceed performance targets, including customer satisfaction, response time, and quality metrics. Collaborate with cross-functional teams, including logistics, sales, and technical support, to ensure timely and satisfactory resolution of customer inquiries. Continuously develop and enhance product knowledge and customer service skills through training and professional development opportunities. Perform other responsibilities as assigned. Requirements/ Skills: Excellent communication skills, both written and verbal, with the ability to communicate effectively and empathetically with customers. Previous experience in customer support or a related role, preferably in a retail or e-commerce environment. Excellent comprehension skills – ability to clearly understand and address customer issues appropriately. Excellent written skills – ability to compose grammatically correct, concise, and accurate written responses Strong problem-solving and decision-making abilities, with a customer-centric approach. Ability to multitask, prioritize, and manage time effectively. Proficient computer skills and the ability to navigate multiple systems simultaneously. Strong desire to learn and grow. Additional information: The rotation schedule for this position is from Monday to Sunday, with two days off per week. Shifts include morning, day, evening, and weekend shifts. It is essential to be available to work during national holidays. What We Offer Opportunity to be part of a transformative team shaping the digital economy in Kosovo. Opportunity to work alongside experienced Customer Support professionals. Career growth potential within Gjirafa. Work in a collaborative and fast-paced environment with a dynamic team. Culture Fit We’re looking for individuals who are open-minded, proactive, and solution-driven. You should be creative in tackling challenges, focused on achieving results, and committed to delivering exceptional outcomes for our business partners and team. Job Location: Based in: Highway Prishtina- Ferizaj, 6th Kilometer, Kosova. Deadline for application: 13/04/2026. Please note that the recruitment process for shortlisted candidates includes taking part in the general skills test. Gjirafa is proud to be an equal opportunity workplace. We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

Responsibilities

The Customer Support Assistant will handle customer inquiries via phone, email, and chat while resolving issues and ensuring satisfaction. They will also collaborate with internal teams to provide accurate product information and maintain high service standards.