Customer Service Representative
hace 1 semana
Educational / Professional Qualifications:
- Near native (interpreted as CEFR level C1) or native Swedish 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.
- 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 a 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.
- Minimum age of 18 years old.
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