Customer Service Representative with Norwegian Language Skills

1 week ago

London, Greater London, United Kingdom TSMG Full time

We are seeking a dedicated and customer-focused professional to join our team as a Customer Service Representative with the Norwegian language.

In this role, you will handle customer queries via phone, email, and chat, providing timely and effective resolutions.

The ideal candidate will excel in both independent and team settings, communicate effectively with internal and external contacts, and strive to meet quality and performance standards.

Your commitment to exemplary customer satisfaction and adherence to project Key Result Areas (KRAs) will be key to your success in this position. Additional responsibilities include participating in ongoing training and performing ad hoc tasks to enhance client service and KPI improvements.

Educational / Professional Qualifications:
  • Near native (interpreted as CEFR level C1) or native Norwegian language and at least intermediate English skills (B1+) in writing and speaking to understand documentation and log accurately in the client systems.
  • Previous experience in an outsourced customer service environment is of advantage.
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.
  • Escalate priority issues per client specifications to the immediate lead as applicable.
  • Meet quality standards on all handled contacts.
  • 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.
Preferred Competencies:
  • Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications.
  • 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.
  • Minimum age of 18 years old.

Key Responsibilities:

  • Provide timely and effective resolutions to customer queries via phone, email, and chat.
  • Meet quality standards on all handled contacts.
  • Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with Project KRAs.

Requirements:

  • Near native (interpreted as CEFR level C1) or native Norwegian language and at least intermediate English skills (B1+) in writing and speaking.
  • Previous experience in an outsourced customer service environment is of advantage.

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