Customer Service Agent

Job Description

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.

Requirements

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

What we offer

Health Insurance, One way flight for Selected Candidate

Benefits

Salary

The salary range for this position is between $ 25.000-$50.000

Contact person