Customer Service Representative
2 weeks ago
Role: Customer Service (Dutch or German or Norwegian or Swedish Speaker)
Location: Cardiff,UK 5 days onsite
Pay Rate - £30,000 p/a + Employment Benefits
Duration: 6 months FTC initially (with a view to possible extension)
Work Experience / Responsibilities
Handle phone calls with customer queries and provide resolution to end user
Record case resolutions in the contact center 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
Comlete 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 trainings as required
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