What are the responsibilities and job description for the Voice Support Specialist- (B2/C1 Norwegian) position at Cutting Edge Search?
This position is based in Riga, Latvia- Europe. Candidates willing to relocate are encouraged to apply.
Job Summary
Job Summary
- We are seeking a dedicated and proficient Customer Service Advisor with near-native (CEFR level C1) or native Norwegian language skills and manageable English skills (B1 or better). The ideal candidate will have a passion for providing exemplary customer service and possess the ability to handle customer queries efficiently. Previous experience in an outsourced customer service environment is advantageous.
- Near-native proficiency in the relevant market language (interpreted as CEFR level B2/C1 Swedish/German/Norwegian) or native fluency.
- Handle customer queries via phone, email, and chat, providing resolutions and ensuring high customer satisfaction.
- Accurately record case resolutions in the contact centre tool based on client communications.
- Resolve cases within the case life cycle as per the individual balanced scorecard.
- Escalate priority issues according to client specifications to the immediate lead as necessary.
- Work independently and collaboratively within a team.
- Maintain effective communication with internal and external contacts.
- Meet quality standards on all handled contacts.
- Complete hours of staffed time on all rostered days.
- Maintain response time, handle time, and resolution rate targets as defined by project KRAs.
- Perform additional ad hoc tasks to enhance service quality or improve KPIs.
- Attend required training sessions.
- Near-native (C1) or native Norwegian language skills.
- Manageable English skills (B1 or better) in writing and speaking.
- Previous experience in an outsourced customer service environment is preferred.
- Advanced understanding of using computers and ability to multi-task across systems and applications.
- Optimistic, friendly, positive, and self-motivated personality.
- Strong team player with a service-oriented mindset and focus on problem-solving.
- Ability to work shift hours/part-time as needed.
- Excellent written communication skills in Norwegian and a minimum typing speed of 50 words per minute (for agents handling written customer contact).
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