German-Speaking Customer Support Agent to Riga, Latvia

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.

About the company

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 among India’s 50 best companies to work for in 2020 by the Great Place to Work Institute.

What will you do?

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.

Candidate profile

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.

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 unfavorable credit data.

Minimum age of 18 years old.

Employer offers

Attractive salary package

Permanent contract

Relocation support

Private insurance including spouse & kids and dental care

Career growth opportunities in a multinational company

About Riga

Riga, the vibrant capital of Latvia, offers a unique blend of rich history, stunning architecture, and a thriving cultural scene. From its picturesque Old Town to its bustling markets and lively cafes, Riga has something for everyone. With affordable living costs, a welcoming community, and beautiful surroundings, Riga provides the perfect backdrop for both work and leisure. Plus, our company provides full support with relocation, making the transition to this dynamic city seamless and enjoyable.

Multilingual Jobs Worldwide

Multilingual Jobs Worldwide is a leading recruitment company focusing on connecting multilingual talent with exciting career opportunities worldwide. With a network of 400+ partners in over 40 countries, we have successfully helped more than 5,400 candidates secure their dream jobs.