David Kennedy Recruitment is working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.

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 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: 

• Upper Intermediate Dutch/Flemish (B2) and fluent in English (C1) 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, adapting fast on change of prioritization
• Ability to clear background check 

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours from Monday to Friday 10 AM - 06 PM. 40 hours a week
• Hybrid work (performance dependant)l might be considered after 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 available, flight and accomodations
• 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 whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.