Customer Support Agent (Swedish)

We are working with a leading Outsourcing/BPO consultancy seeking to onboard a Swedish-speaking Customer Support Agent for their team in Riga, Latvia. This role offers a dynamic work environment, comprehensive training, and a supportive team atmosphere.

Position: Customer Support Agent
Location: Riga, Latvia
Work Model: On-site
Employment Type: Full-time or part-time (minimum 20 hours a week)

Duties and Responsibilities:

• Handle incoming message requests from customers of a payment platform via chat and email, providing 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 effectively with internal and external contacts.
• Provide exemplary customer experience.
• Meet quality standards on all handled contacts.
• Follow the schedule of workdays and hours, and 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 training sessions.

Requirements:

• Upper-intermediate Swedish and fluent English, both verbal and written.
• Previous experience in an outsourced customer service environment is a plus.
• Willingness to relocate to Riga or already residing there.
• A 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 a team.
• Service-oriented profile with a focus on problem-solving.
• Ability to work shift hours/part-time, adapting quickly to changes in prioritization.
• No remarks in a background check, e.g., no criminal record, and willingness to participate in such a background check process during recruitment.

Offer:

• Paid startup training and professional development sessions.
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week.
• Hybrid work (performance dependent) might be considered after the 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:

• 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.
• 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.