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