Acum 6 zile
Olanda
Acum 16 ore
Olanda
Acum 18 ore
Italia
Acum 18 ore
Italia
Acum 18 ore
Italia
We are recruiting a Customer Service Agent for Latvia for a new Global Business Outsourcing centre in Riga managed by a multinational IT organization in over 100 countries.
Responsibilities:
• Handle phone calls with customer queries and provide resolution to end users
• Record case resolutions in the contact centre tool based on client communication via phone, email, chat, etc.
• Ensure that cases are resolved within the case life cycle, as per individual balanced scorecard
• Escalate priority issues per client specifications to the immediate lead as applicable
• Communicate well with internal and external contacts
• Provide exemplary customer satisfaction
• Meet quality standards on all handled contacts
• Complete hours of staffed time on all rostered days
• Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with Project KRAs
• Additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
Requirements:
• Knowledge of English and German - B2 level
• Skilled IT user – it is an advantage
• Previous experience in an outsourced customer service environment – it is an advantage
• Excellent communication and customer service skills
• Ability to work independently and in a team
We offer:
• Competitive salary
• Relocation package
• Health insurance
• International business environment
• Career opportunities and professional growth
• New and modern office in Riga, Latvia
• Free access to training and courses through the company's internal learning platform
• New challenges & experience