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Join Our Team in Riga as a Customer Support Agent!
Are you fluent in German and English, with a knack for problem-solving and a passion for customer satisfaction? If so, we have an exciting opportunity for you to join our client's brand-new office in Riga and work on an exhilarating project with a renowned Swedish fin-tech client.
Educational / Professional Qualification:
- Near-native proficiency in German (CEFR level C1) or native relevant market language.
- Manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in client systems.
- Previous experience in an outsourced customer service environment is advantageous.
Work Experience / Responsibilities:
- Handle phone calls with customer queries and provide resolutions to end-users.
- Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.
- Ensure cases are resolved within the case life cycle, meeting individual balanced scorecard criteria.
- Escalate priority issues per client specifications to the immediate lead as applicable.
- Work independently and within a team, fostering effective communication with internal and external contacts.
- Provide exemplary customer satisfaction and meet quality standards on all handled contacts.
- Complete hours of staffed time on all rostered days.
- Handle contacts while maintaining targets defined for the project: response time, handle time, and resolution rate aligned with Project KRAs.
- Undertake any additional ad hoc tasks contributing to improved client service or KPI enhancement.
- Attend required trainings.
REQUIREMENTS
Preferred Competencies:
- Advanced understanding of using computers, adept at multitasking across systems and applications.
- Optimistic, friendly, positive, and self-motivated personality.
- Ability to work in a team-oriented, service-oriented profile with a focus on problem-solving.
- Willingness to work shift hours/part-time (to the extent legally possible), adapting quickly to changes in prioritization.
- For agents handling written customer contact: Excellent written communication skills in German and a minimum typing speed of 50 words per minute.
- Clear background check with no criminal record, default payments, or unfavourable credit data.
- Minimum age of 18 years old.
