Bilingual Call Center Representative

BILINGUAL CALL CENTER REPRESENTATIVE / HYBRID WORK FROM HOME
Riga, Latvia
EUR €18,000 to €20,400
Urgent Need! 

Previous experience in customer service / call center environment is of preferred

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

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.

Language:  
Must be fluent in: (as well as English)

·         Danish

·         Dutch

·         Finnish

·         German

·         Norwegian

·         Swedish