Customer service agent with Swedish/English (M/F) - Porto

- Ensure service delivered to our customers meets contractual Key Performance Indicator (KPI's);

- Clarify customer requirements, probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer;

- Listen attentively to customer needs and concerns demonstrate empathy while maximizing opportunity to build rapport with the customer;

- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures;

- Maintain basic knowledge of client products and/or services

- Prepare complete and accurate work including appropriately notating accounts as required;

- Participate in activities designed to improve customer satisfaction and business performance;

- Offer additional products and/or services;

- Track, document and retrieve information in call tracking database;

- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.

- Six months of relevant experience (prefered);

- Courteous with strong customer service orientation;

- Strong computer navigation skills and PC knowledge;

- Ability to effectively communicate, both written and verbally;

- Dependable with strong attention to detail;

- Skilled in multitasking including the ability to be flexible and adapt to changes quickly;

- Tolerance for repetitive work in a fast-paced, high production work environment;

- Ability to work as a team member, as well as independently;

- Demonstrate patience in all customer contact situations including maintaining a pleasant and professional tone and manner;

- Good interpersonal relationship.