Customer Support Agent with DutchFlemish

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

Position: Customer Support Agent

Work model: Onsite

Location: Riga Latvia

Employment type: Fulltime

DUTIES AND RESPONSIBILITIES:

• Handle incoming message requests from customers of a payment platformover phone chat and emailand provide 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
• 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 Dutch/Flemish (C1) 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 team
• Serviceoriented profile and with a focus on problem solving
• Ability to work shift hours/ part time (to the extent legally possible) adapting fast on 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 from Monday to Friday 10 19 and on Satruday 10 14 for Dutch market or 10 18 From Monday to Friday for Belgian market
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Teambuilding activities