David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.
Position:Chat Customer Support Agent
Work model: Onsite
Location: Riga Latvia
Employment type: fulltime or parttime (minimum 20 hours a week)
DUTIES AND RESPONSIBILITIES:
- No phone related duties
- Handle incoming message requests from customers of a payment platform chat and emailand 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
- 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
REQUIREMENTS:
- Upper intermediate Swedish(B2) and fluent inEnglish (B1) languageboth 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 selfmotivated personality
- Ability to work in a team
- Serviceoriented profile with a focus on problemsolving
- Ability to work shift hours/ parttime (to the extent legally possible) adapting fast to change ofprioritization
- No remarks in a background check e.g. no criminal record and willingness to participate in such background checkprocess during the recruitment process
OFFER:
- Paid startup training and professional development sessions
- Shifts within the line operating hours 07:30 AM 12:30 AM from Monday to Sunday. 40 hours a week
- Hybrid work (performance dependant)l might be considered after initial 3 months of employment
- Relocation support
- A dynamic and diverse job in a pleasant and modern environment
- Opportunities for personal and professional development
- Teambuilding activities
EMPLOYEE BENEFITS
- Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks dental vision prescription drugs mental health support and much more.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm providing you with the flexibility to manage your schedule effectively.