David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.
Position: Customer Support Agent
Work model: On-site
Location: Riga, Latvia
Employment type: full-time or part-time (minimum 20 hours a week)
DUTIES AND RESPONSIBILITIES:
Handle incoming message requests from customers of a payment platform over phone, chat and email and 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 in English (C1) language, both 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 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
No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process 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
Team-building 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.