Job Description:
Position: Customer Support Agent
Work model: On-site
Location: Riga, Latvia
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
- Handle incoming message requests from customers of a payment platform over 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 workdays and hours, being 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 training sessions.
REQUIREMENTS:
- Upper-Intermediate Dutch (B2) and fluent in English (C1), 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 a team.
- Service-oriented profile with a focus on problem-solving.
- Ability to work shift hours, adapting quickly to changing priorities.
- No remarks in a background check (e.g., no criminal record) and willingness to participate in such background check processes during recruitment.
OFFER:
- Paid startup training and professional development sessions.
- Shifts within the line operating hours 07 AM - 11 PM, from Monday to Sunday (40 hours per week).
- Hybrid work (performance-dependent) might be considered after the 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:
- Comprehensive medical coverage.
- Relocation support, including flights and accommodations.
- Access to 5,000+ free courses, practice tools, and certifications focusing on advanced technologies.
- Attractive salary and allowances based on role and experience.
- 4 weeks of paid vacation annually.
- Enjoy a dynamic, supportive work environment with regular celebrations, wellness activities, and strong team camaraderie.
- Work From Home on Late Shifts: Option to work from home for shifts ending beyond 9 PM, providing flexibility to manage your schedule effectively.