Talent.com
This job offer is not available in your country.
Customer Service Advisor (B2 / C1 German language) - relocation to Riga, Latvia

Customer Service Advisor (B2 / C1 German language) - relocation to Riga, Latvia

Terry SootIslamabad
30+ days ago
Job description

Educational / Professional Qualifications :

  • Near native (interpreted as CEFR level C1) or native German language and at least intermediate English skills (B1+) 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 50 words per minute.
  • Minimum age of 18 years old.