Job Title - Customer Support Specialist
Location- 100% REMOTE
Duration- 6+ months Fixed Term Contract
Job Description:
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 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
Benefits include:
- Company pension
- Employee discount
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme