Customer Support Agent with Swedish. Letonia

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: On-site

Location: Riga, Latvia

Employment type: full-time or part-time (minimum 20 hours a week)

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 Swedish (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 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

Team-building 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.

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.