Customer Service Advisor

Overview

Education:

• 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

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

Qualifications:

• 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 unfavorable credit data, and
• Minimum age of 18 years old.