Dutch-speaking Customer Service Agent to Riga, Latvia

Are you fluent in Dutch 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 Danish fin-tech client.

About the client:

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise. They are a USD billion company with professionals across 90 countries, helping 988 global customers including Fortune 500 companies. Their convergent, digital, design experiences, innovation platforms, and reusable assets connect across a number of technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized amongst India’s 50 best companies to work for in 2020 by the Great Place to Work Institute.

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.

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 Dutch and a minimum typing speed of 50 words per minute.
• Clear background check with no criminal record, default payments, or unfavorable credit data.
• Minimum age of 18 years old.

• Near-native proficiency in Dutch (level C1)
• 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.