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Customer Service Representative
3 months ago
Role:
Customer Service Representative
Language:
Dutch, German, Norwegian & Swedish-Any one out of 4 with at least C1 proficiency
Office location:
Cardiff, United Kingdom
Work Mode:
Remote within UK and 100% Onsite, both available -Onsite preferred
Employment type:
6+ months initially (with a view to possible extension)Pay Rate - £30,000 p/a + Employment Benefits
Note:
Apply if you are fluent speaker of any of mentioned language- Dutch, German, Norwegian & Swedish.
Educational / Professional QualificationNear native (interpreted as CEFR level C1) or native relevant market language and manageable English skills (B1+ or better) in writing and speaking to understand documentation and log accurately in the client systemsPrevious experience in an outsourced customer service environment is of advantage.
Work Experience / Responsibilities:
Handle phone calls with customer queries and provide resolution to end usersRecord case resolutions in the contact centre tool based on client communication via phone, email, chat etc.
Ensure that cases are resolved within case life cycle, as per individual balanced scorecardEscalate priority issues per client specifications to the immediate lead as applicableWork 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 daysHandle 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,No remarks in a background check performed by Supplier, e.g.
no criminal record, nor any default payments to Klarna and no existing payment annotations.This includes:
no instances of payment defaults, arrears, or unfavourable credit data, and Minimum age of 18 years old
Benefits include:
Company pensionEmployee discountHealth & wellbeing programmeLife insurancePrivate medical insuranceReferral programmePlease note we need onsite people in Cardiff, as well as WFH UK wide.
