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German Customer support in Latvia - Fintech company
Mandatory
Optional
Advanced
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DESCRIPTION
- Handle phone calls with customer queries and provide resolution to end users
- Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
- Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
- Escalate priority issues per client specifications to the immediate lead as applicable
- Work independently and within a team
- Communicate well with internal and external contacts
- Provide exemplary customer satisfaction
- Meet quality standards on all handled contacts
- Complete hours of staffed time on all rostered days
- Handle contacts while maintaining the targets defined for the project: response time, handle time and
- resolution rate aligned with Project KRAs.
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
- Attend trainings as required
REQUIREMENTS
- Fluent in German (C1/C2) and English (B2 or higher)
- Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
- Optimistic, friendly, positive, and self-motivated personality
- Ability to work in team
- Service oriented profile and with a focus on problem solving
- Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization.
- For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute.
- No remarks in a background check performed by Supplier, e.g. no criminal record, nor any default payments and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data, and
- Minimum age of 18 years old.
OFFER
- Salary: €1.700/month with performance-based bonuses
- Relocation package to help you settle in Riga
- Flexible work shifts and hybrid options available
- Career growth opportunities within an international company
- Paid training and continuous learning programs
- Multicultural and friendly work environment
SKILLS
Customer Service
Customer Care
Customer Succes
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