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 effectively with internal and external contacts.
• Provide exemplary customer experience.
• Meet quality standards on all handled contacts.
• Follow the schedule of work days and hours, being 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 Norwegian (B2) and fluent in English (C1) 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 07:30 AM - 12:30 AM, Monday to Sunday, 40 hours a week.
• 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: Comprehensive coverage for you and your family (spouse and dependents), including routine health checks, dental, vision, prescription drugs, mental health support, and 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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