German Customer support in Latvia - Fintech company

Riga,
Latvia

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

ARE YOU THE PERFECT CANDIDATE?
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