Arbetsbeskrivning

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.