In collaboration, we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga, Latvia.

Work Model: On-site

Location: Riga, Latvia
Employment Type: Full-time

Duties and Responsibilities

• Handle incoming message requests from customers of a payment platform over phone, chat, and email, providing resolutions.


• 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 to achieve targets.


• 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 as necessary.

Requirements

• 
  Upper Intermediate Dutch/Flemish (B2) and fluent in English (B1+) language, both verbal and written.


• Previous experience in an outsourced customer service environment is a plus.


• Willingness to relocate to Riga or already residing there.


• 
  EU citizenship or valid work permit for Latvia.


• 
  Computer literacy, with a minimum typing speed of 50 wpm with 90% accuracy.


• 
  Optimistic, friendly, positive, and self-motivated personality.


• Ability to work in a team and focus on problem-solving.


• Ability to work shift hours/part-time (to the extent legally possible), adapting quickly to changes in prioritization.


• 
  No remarks in a background check, e.g., no criminal record, and willingness to participate in the background check process during recruitment.

Offer

• 
  Paid startup training and professional development sessions.


• Shifts within the line operating hours from Monday to Friday, 10 AM - 06 PM.
  


• 
  Hybrid work (performance-dependent) might be considered after the initial 3 months of employment.


• 
  Relocation support provided.


• A dynamic and diverse job in a pleasant and modern environment.


• Opportunities for personal and professional development.


• 
  Team-building activities to enhance team spirit.

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.

If you're ready to join an exciting customer support team in Riga, apply now!

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