TSMG Holding

Customer Service Advisor, B2/C1 Dutch

TSMG Holding

full-time

Posted on:

Origin:  • 🇱🇻 Latvia

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • Perform any additional ad hoc tasks that may contribute to better service to the client or improvement to the KPI.
  • Attend trainings as required.

Requirements

  • Near native (interpreted as CEFR level C1) or native Dutch language
  • At least intermediate English skills (B1+) in writing and speaking
  • Previous experience in an outsourced customer service environment is of advantage
  • Ability to handle phone, email, and chat customer queries
  • Experience recording case resolutions in contact center tools
  • Ability to ensure cases are resolved within case life cycle and escalate priority issues
  • Ability to work independently and within a team
  • Effective communication with internal and external contacts
  • Provide exemplary customer satisfaction and meet quality standards on all handled contacts
  • Complete hours of staffed time on rostered days
  • Ability to work shift hours/ part time (to the extent legally possible) and adapt to changing priorities
  • For written customer contact: excellent written communication skills in the relevant market language and typing speed minimum 50 words per minute
  • Minimum age of 18 years old
  • Advanced understanding of using computers and ability to multi-task across systems and applications
  • Optimistic, friendly, positive, and self-motivated personality
  • Service oriented profile with a focus on problem solving