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 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 to meet objectives.


• 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 and keep updated on processes and tools.

Requirements

• 
  Proficient in Finnish (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 a team and focus on problem solving.


• 
  Service-oriented profile with a focus on resolving issues efficiently.


• 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 such a background check during the recruitment process.

Offer

• 
  Paid startup training and professional development sessions.


• Shifts within the line operating hours 9 AM - 6 PM, Monday to Friday.


• 
  Relocation support provided.


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


• Opportunities for personal and professional development.


• 
  Team-building activities to foster collaboration and fun.

If you're looking to join a thriving team and kickstart your career in customer support, this is the opportunity for you! Apply today!

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