Arbetsbeskrivning

Job description

Your 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

Your Skills:

• At least C1 (interpreted as CEFR level) Norwegian language and fluent English skills (B1+ or better) in writing and speaking to complete the initial training, understand internal documentation and log accurately in the client systems
• 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 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 30 words per minute
• Previous experience in an outsourced customer service environment is of advantage

Additional Requirements: Eligibility to work in the EU

Employee Benefits- We've got you covered!

• 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.
• Relocation: Assistance with flight from anywhere in the EU to Riga and 4 weeks accommodation.
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
• Bonus: Performance Bonus up to 300 EUR gross
• Annual Leave 4 calendar weeks of paid leave.
• Work Flexibility: Transition to a hybrid model (Work from home) after meeting performance standards/depending on business needs
• Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.