What are the responsibilities and job description for the Customer Service Agent - Danish, Dutch, Finnish, German, Norwegian or Swedish position at Career Renew?
Career Renew is recruiting for one of its clients several Customer Service Agents with either Danish, Dutch, Finnish, German, Norwegian or Swedish (bi-lingual with English) - this is an onsite position in Riga, Latvia.
Work Experience / 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
Requirements
- At least B2 (interpreted as CEFR level) in either Danish, Dutch, German, Finnish, Norwegian OR Swedish language and manageable English skills (B1 or better) in writing and speaking to understand documentation and log accurately in the client systems
- Previous experience in an outsourced customer service environment is of advantage
Preferred Competencies
- 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/ part time (to the extent legally possible), 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 50 words per minute
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.
- OVP (Compulsory Health Examination): Full coverage.
- Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000 free courses, practice platforms and certifications, especially in cutting-edge technologies.
- Attractive compensation and allowances- Basis role and experience.
- Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
- Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
- Work from Home on Late Shifts: Option to work from home whenever you work late shift hours, providing you with the flexibility to manage your schedule effectively.
