Chat Customer Support Agent, 11 paikkaa, David Kennedy Recruitment, Latvia, Riga

David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Chat Customer Support Agent in Riga.

Position: Chat Customer Support Agent

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 chat and email and provide resolution to end users

- Record case resolutions in the contact centre 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

- 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

REQUIREMENTS:

- Proficient 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

- Openness to work shifts covering 24/7 line operating hours if required in the future

- 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 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 prioritisation

- No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process

OFFER:

- Paid startup training and professional development sessions

- Health Insurance for the employee and the immediate family (spouse and children)

- Shifts within the line operating hours 9 - 18 from Monday to Friday

- Relocation support

- A dynamic and diverse job in a pleasant and modern environment

- Opportunities for personal and professional development

- Team-building activities

Language skills and level: Finnish (C1) and English (B1+)

Possibility for accommodation, amount of rent TBD.

Travel costs will be compensated, TBD, varies depending on the candidate.

This employment complies with the legislation of Latvia.

40 hours/week