Customer Support Specialist

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.

• 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

• Company pension
• Employee discount
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Referral programme