Customer Service Agent at Tech Mahindra in Riga, Latvia (full-time)

Salary - 1550 Gross Monthly Euros in Riga, Latvia

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.

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, this includes: no instances of payment defaults, arrears, or unfavourable

credit data, and

 Minimum age of 18 years old.

For Visa assistance below are mandatory:

•  Must have Graduation Degree / bachelor’s degree (10+2+3 after Pre-primary) post high school
•  Valid Passport with 3 years Validity at least
•  Must have customer service experience (Full time) in case the graduation degree is in any other
• specialized field.

Bachelor's in business administration or any degree in line to Customer service

Health Insurance, One way flight for Selected Candidate

Tech Mahindra is a Global name, and we are 150 Lakhs +employees base with 90 + offices across globe. We are in consulting, IT & BPO Services. We are among the fortune 500 companies & one of the top 5 IT MNCs in India