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