Chat Customer Support with Swedish

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

Position: Chat 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 chat and email and provide resolution to end users
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 Swedish (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 9 - 23 from Monday to Friday, and 11 - 18 on Saturday and Sunday
Relocation support

A dynamic and diverse job in a pleasant and modern environment
Opportunities for personal and professional development
Team-building activities