Arbetsbeskrivning

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) Danish 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.