Customer Support Agent

6 days ago

Copenhagen, Copenhagen, Denmark Grow-Talent Full time 40,000 - 60,000 per year


Grow- is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Danish speaking Customer Support Agent in Riga.

Position: Customer Support Agent

Work model: On-site

Location: Riga, Latvia

DUTIES AND RESPONSIBILITIES:

  • Handle incoming message requests from customers of a payment platform over phone, chat and email and 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 Danish (B2) and fluent in English (C1) 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
  • 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 prioritization
  • 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
  • Shifts within the line operating hours 10 AM - 06 PM, from Monday to Sunday. 40 hours a week
  • Relocation support
  • A dynamic and diverse job in a pleasant and modern environment
  • Opportunities for personal and professional development
  • Team-building activities 

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