Role- Customer Service Agent

Job Location - Riga, Latvia (Relocation to Riga, Latvia)

Educational / Professional Qualification

Near native or native German ( C1 and Above) language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems

Visa sponsorship for non-EU citizens is subject to submissions of the below mandatory documents as well as visa clearance. Post successful visa process, we also provide relocation assistance.

Must have a Graduation Degree / bachelor’s degree (10+2+3 after Pre-primary) post high school which is in line with the CSA role (E.g.: BBA)

Valid Passport with 3 years Validity at least

Must have 1+ year customer service experience (Full time) from an outsourced customer service environment in case the graduation degree is in any other specialized field.

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 30 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 unfavorable credit data, and

Minimum age of 18 years old.