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Customer Service Representative

4 months ago

Cardiff Wales, Wales, United Kingdom Pyramid Consulting, Inc Part time

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: 100% onsite.

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 Qualification

  • Near 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 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 centre tool based on client communication via phone, email, chat etc.
  • Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
  • Escalate priority issues per client specifications to the immediate lead as applicable
  • Work 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 days
  • 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.
  • Attend training 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 pension
  • Employee discount
  • Health & wellbeing programme
  • Life insurance
  • Private medical insurance
  • Referral programme