Position: Dutch 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 phone, chat and email and provide resolutions
• 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:

• Proficient Dutch/Flemish (C1) and fluent in English (B1+) 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 from Monday to Friday 10 - 19 and on Saturday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities