Customer Service Specialist
The role
What you'll do
This is not a call center job. There's no script taped to your monitor. No fake smile voice. No robotic "Is there anything else I can help you with today?"
You're the person who picks up when a customer's shipment is late, when a broker needs an update five minutes ago, or when something has gone wrong and someone needs a real human to actually fix it. Not apologize. Fix it.
You'll handle inbound calls and emails, coordinate with dispatchers and drivers to resolve issues in real time, and make sure every customer interaction leaves people feeling heard, informed, and respected. That takes empathy, speed, and backbone.
What this role demands
Day to day
Responsibilities
Be the voice of the company
Every call, every email — you represent Royal Blue. Customers remember how you made them feel, not what you said.
Resolve issues on first contact
No 'let me transfer you.' No 'I'll get back to you.' You own the problem from the moment you hear it until it's solved.
Protect relationships under pressure
When a customer is frustrated, you don't match their energy. You de-escalate, find the solution, and turn a bad experience into loyalty.
Document every interaction
Clean notes, accurate records, proper follow-ups. The next person who touches this account should know exactly what happened.
Anticipate needs before they're spoken
Great service isn't reactive. You notice patterns, flag recurring issues, and suggest improvements before they become crises.
What we offer
The deal
1 month paid training — Learn our systems, our tone, and our standards before you take a single live call
Professional office setup — Quality headset, dual screens, and an environment built for focused work
Growth into operations — Customer service is often the first step into dispatching, operations, or account management
Supportive team culture — You're not alone on the phones. The team shares knowledge, covers each other, and celebrates wins
Stable pay, clear expectations — No surprise metrics. You know exactly what success looks like from day one
Apply for this role
Customer Service Specialist
In-Office · Sarajevo
"To empower the ambitious to rise."
Our mission at Royal Blue Services