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

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 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:

• Proficient Finnish or Swedish (C1) and fluent in English (B1+) 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 9 - 18 from Monday to Friday


• Relocation support


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


• Opportunities for personal and professional development


• Team-building activities