Chat Customer Support Agent with Dutch full time or part time

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 with Dutch

Work model: Onsite

Location: Riga Latvia

Employment type: fulltime or parttime (minimum 20 hours a week)

DUTIES AND RESPONSIBILITIES:

• No phonerelated duties
• Handle incoming message requests from customers of a payment platform chat and emailand provide resolution to end users
• 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
• 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:

• Upper intermediate Dutch (B2) and fluent inEnglish (B1) languageboth verbal and written
• Previous experience in an outsourced customer service environment is nice to have
• Willingness to relocate to Riga or already residing there
• 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 selfmotivated personality
• Ability to work in a team
• Serviceoriented profile with a focus on problemsolving
• Ability to work shift hours/ parttime (to the extent legally possible) adapting fast to change ofprioritization
• No remarks in a background check e.g. no criminal record and willingness to participate in such background checkprocess during the recruitment process

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours 07:30 AM 12:30 AM from Monday to Sunday. 40 hours a week
• Hybrid work (performance dependant)l might be considered after initial 3 months of employment
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities

EMPLOYEE BENEFITS

• 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 cuttingedge 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 ending beyond 9 pm providing you with the flexibility to manage your schedule effectively.