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Customer support / Dutch, German, Norwegian OR Swedish

Idioma:

Campaign: 

Job Reference: 

El tipo de trabajo:

Salario:

€1,500 – €1,700

Localización:

Riga

Beneficios:

  • Employee Benefits- We've got you covered!
    • 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.
    • OVP (Compulsory Health Examination): Full coverage.
    • Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
    • Attractive compensation and allowances- Basis role and experience.
    • Annual Leave 4 calendar weeks of paid leave.
    • Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
    • Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
    • Work from Home on Late Shifts: Option to work from home whenever you work late shift hours, providing you with the flexibility to manage your schedule effectively.

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Sobre el papel: 

Educational / Professional Qualification
• At least C1 (interpreted as CEFR level) in either Danish, Dutch, German, Finnish, Norwegian or Swedish language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systems
• Previous experience in an outsourced customer service environment is of advantage

Work Experience / Responsibilities
• Handle phone calls with customer queries and provide resolution to end users
• Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
• Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
• Escalate priority issues per client specifications to the immediate lead as applicable
• Work independently and within a team
• 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.
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Attend trainings as required
Preferred Competencies
• Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications,
• 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.
• For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 30 words per minute,

Detalles del consultor: 

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Tiffany Rogers

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