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Customer Support executive
3 months ago
Immediate need for a talented Customer Support executive (Dutch, German, Norwegian & Swedish speakers). This is a 06+ month contract opportunity with long-term potential and is located in Cardiff, Wales (Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID: 24-00187
Pay Range: £30,000 p/a + Employment Benefits.
Key Requirements and Technology Experience:
- 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.
- 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.
- 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 trainings as required
- 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.
Our client is a leading IT organization and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
