Job Description

Our client represents the connected world, offering innovative and customer-centric information technology experiences. They rise to create sustainable businesses that can bring about lasting change in our communities to create an equal world, to be future ready, and to create value.

They are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies.

They currently have 20 new vacancies for Customer Services Advisors in Riga, Lativa in a state of an art building.

You will be required to carry out the following duties:-

Work Experience / Responsibilities

• 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

Preferred Competencies

• 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 to client and no existing payment annotations. This includes: no instances of payment defaults, arrears, or unfavourable credit data, and

Educational / Professional Qualification

• Near native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
• Previous experience in an outsourced customer service environment is of advantage.
• Candidates will need to speak and write German.

Our client will also sponsor candidates from Latam, Africa and Suriname who are willing to relocate to Riga Latvia, our client will sponsor the work permit.

Our client offers excellent working conditions, career advancement and a perfect working environment.

Salary is between 1400-1800EURO/month