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Day in a life of a Customer Support Agent

Have you ever wondered what it’s like to work as a customer support agent? Our agent Bruno Ćubić revealed what his working day looks like.
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Have you ever thought about becoming a Customer Service Representative? Providing great customer support requires a lot of patience, empathy, and positivity. However, there is so much more to handle on the way. That’s why we asked our customer service representatives to describe what it takes to provide excellent customer support. One of them is Bruno Ćubić. When he's not working or DJing, Bruno is here to tell you all about his day in a life at Assist Digital.


“Naše usluge su vrlo precizne i nastojimo ne propustiti nijedan detalj na koji možemo naići tijekom procesa. Zato je iznimno važan odmor. Odmorni i spremni za dan, bilježimo svaki korak koji poduzimamo i provjeravamo sve informacije koje pružimo klijentu. Čitamo vijesti kako bismo bili u tijeku s događanjima, mijenjamo različite valute radi točnosti, skraćujemo URL-ove radi vizualnog iskustva korisnika, provjeravamo smjernice i upute i uvijek se trudimo učiniti sve što je u našoj moći kako bismo pomogli korisnicima. Svime što radimo brinemo za korisnike i prema njihovim upitima odnosimo se onako kako bismo voljeli da se drugi odnose prema našima. Jer, svi smo barem jednom u životu trebali podršku službe za korisnike, zar ne?” – kaže Bruno. Novi upit predstavlja novi izazov, a agenti se trude pronaći najbolje rješenje u što kraćem vremenskom roku za svaki od njih. Nerijetko se oko jednog upita okupi cijeli tim!  Zato je korisnička podrška timski rad češće nego što to možete zamisliti. “Da, puno puta zapravo radimo kao tim. Koristeći pažljivo opisani sustav rada, ostali članovi tima mogu razumjeti bilo koji aktivan upit i preuzeti ga bez napora. Radimo prema međusobno dogovorenim principima koji su osmišljeni kako bi svaki put pružili standardiziranu kvalitetnu uslugu, bez obzira na to komuniciramo li chatom uživo, tekstualnom porukom, telefonskim pozivom ili e-poštom. Naš Our open-space offices are making it even easier because we get to chat with our colleagues in between the cases. – Bruno explains. This fits into the organizational culture because everyone is open to meet new people and experience new things. Our culture is also manifested through treating each other the same way we treat our customers. We stand up for each other and support one another, coach, and give advice. Even though each one of us is different, our organizational culture encourages us to be aware of everything and everyone around us. More importantly, it encourages us to accept who we are and motivates us to become who we want to be. “– he adds.

If you want to be a customer service representative, we are here to help you in the process! Entering a new role can be quite challenging and rather scary when you aren't familiar with the environment, and don't know what to expect from the job. That’s why we asked Bruno to guide you through his day! We love helping each other and truly believe that guidance is the key for growth. If you are ready for this step, check our open positions in Zagreb and Rijeka.

Blog was written in cooperation with Bruno Ćubić, Customer Support Agent

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