Job Description

Requirements

• Any of these languages B2 proficiency->German
• Dutch and Norwegian
• · 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