Job Description
In collaboration, we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga, Latvia
Work Model: On-site
Location: Riga, Latvia
Employment Type: Full-time
Duties and Responsibilities
- Handle incoming message requests from customers of a payment platform over phone, chat, and email and provide resolution to end users.
- Record case resolutions in the contact center tool based on client communication.
- Ensure that cases are resolved within the case life cycle
- Escalate priority issues per client specifications to the immediate lead if applicable.
- Work independently and within a team to meet objectives.
- Communicate well with internal and external contacts
- Provide exemplary customer experience
- Meet quality standards on all handled contacts.
- Follow the schedule of work days and hours, be ready to start working on time.
- Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
- Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs.
- Attend trainings and keep updated on processes and tools.
Requirements
- Proficient in Danish (C1) and fluent in English (B1+) language, both verbal and written.
- Previous experience in an outsourced customer service environment is nice to have.
- Willingness to relocate to Riga or already residing there.
- EU citizenship or valid work permit for Latvia.
- Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
- Optimistic, friendly, positive, and self-motivated personality.
- Ability to work in a team and focus on problem solving.
- Service-oriented profile with a focus on resolving issues efficiently.
- Ability to work shift hours/part-time (to the extent legally possible), adapting quickly to changes in prioritization.
- No remarks in a background check (e.g., no criminal record) and willingness to participate in such a background check during the recruitment process.
Offer
- Paid startup training and professional development sessions.
- Shifts within the line operating hours 9 AM - 6 PM, Monday to Friday
- Relocation support provided.
- A dynamic and diverse job in a pleasant and modern environment.
- Opportunities for personal and professional development
- Team-building activities to foster collaboration and fun.
If you're looking to join a thriving team and kickstart your career in customer support, this is the opportunity for you! Apply today!
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