Customer Service Advisor B2C1 Norwegian

• 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 restored 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 training as required.
  

• 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.
  
  

Requirements

• Possesses an advanced understanding of using computers and is effectively able to multitask across systems and applications
  
• Optimistic friendly positive and selfmotivated 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 to client and no existing payment annotations. This includes: no instances of payment defaults arrears or unfavorable credit data.
  
• Minimum age of 18 years old.