Ofertas de empleo de contact center

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Danish-speaking Digital Marketing Consultant for their Barcelona office.

As a Digital Marketing Consultant your role is to identify and apply the appropriate advertising solutions through an active collaboration with Danish companies and Digital Marketing & Online Advertising Agency Partners. You would work with a wide variety of advertisers, and deliver the optimal digital advertising solution for each customer.

Full time position (39h per week, Monday to Friday)

Permanent Contract.

Location: Barcelona, hybrid.

DUTIES AND RESPONSIBILITIES:

• Implement creative ways to improve our client companies and agency relationships, by tailoring and sharing performance-enhancing suggestions, and upsell or promoting other Google products
• Provide strategic advice and help businesses and agencies get the best ROI on their clients’ advertising investment by working closely with them in a consultative role
• Consistently deliver against assigned quota, while prioritizing and delivering outstanding customer sales experience
• Communicate with the customers proactively, via phone, video conference, and email.

REQUIREMENTS:

• BA/BS degree and/or equivalent practical experience
• Excellent level of Danish (C2)
• Ability to speak and write English fluently and idiomatically
• +1 Years of experience in digital marketing, preferably building and optimising PPC Campaigns
• Minimum 0-1 Years of experience in Sales
• Knowledge of Google products such as Ads, AdSense or YouTube
• A team player with leadership and high communication skills
• Strong presentation, analytical and problem-solving skills
• Passionate about Marketing, Technology, and online Advertising, with a desire to learn and develop.

BENEFITS:

• A permanent presence of coaches who will facilitate your personal and professional development
  
• Established career path to grow within the project
• Continuous training and certifications within Google products
• Bi-weekly, monthly or quarterly contests
• Employment with the world’s largest provider of contact center services
• Excellent work environment, great colleagues, social arrangements and personal development
• Dynamic business casual environment with colleagues of all ages gathered in a highly motivated team
• Relocation support
• Private health insurance
• And many others!

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.

Work model: On-site

Location: Riga, Latvia

Employment type: Full-time or part-time (minimum 20 hours a week)

DUTIES AND RESPONSIBILITIES:

• Handle incoming message requests from customers of a payment platform over phone, chat and email and provide resolution to end users
• Record case resolutions in the contact center tool based on client communication
• Ensure that cases are resolved within the case life cycle
• Escalate priority issues per client specifications to the immediate lead if applicable
• Work independently and within a team
• Communicate well with internal and external contacts
• Provide exemplary customer experience
• Meet quality standards on all handled contacts
• Follow the schedule of work days and hours, be ready to start working on time
• Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
• Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs
• Attend trainings

REQUIREMENTS:

• Proficient Finnish or Swedish (C1) and fluent in English (B1+) language, both verbal and written
• Previous experience in an outsourced customer service environment is nice to have
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• 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
• No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours 9 - 18 from Monday to Friday
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• To motivate, develop, and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables according to associates' balanced scorecards
• Meet shrinkage, productivity, and attrition targets
• Manage/take accountability for dips in performance with adequate reinforcement plans proactively
• Ensure effective and consistent communication with internal and external contacts
• Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
• Keep a detailed understanding of processes/SOPs run by the team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct team huddles to discuss process updates, feedback, and key focus points for the day
• Answer and manage client queries/complaints across LOBs, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Mentor team in process & quality parameters, conduct live/remote audits of client interactions
• Perform root cause analysis to identify key defects and create action plans/goals to improve
• Provide direct customer support, calls, answer live chats, and/or social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member
• Create, publish, and maintain operations-related reports in a timely manner
• Discover training needs and support in training to provide necessary coaching on the ground
• Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Consider any additional ad hoc tasks that may contribute to operational needs, better service to the client, or improvement to the KPI
• Adhere to company and customer procedures, policies, confidentiality guidance, and data protection legislation
• Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

REQUIREMENTS:

• Proficient Dutch/Flemish (C1) and fluent in English (B2) language, both verbal and written
• At least 1+ year of a BPO/call centre experience as a Team Leader
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• Excellent people management skills should have experience in previous roles
• Good experience in MS Office – Word, Excel, and PowerPoint
• Strong experience in presentation skills
• Excellent communication and customer service skills
• Excellent analytical and problem-solving capabilities
• Ability to drive initiatives in the team with creativity and a long-term vision
• Experience in initiating and implementing process improvements

OFFER:

• Paid startup training and professional development sessions
• 8 hours shifts within the line operating hours from Monday to Friday 10 - 19 and on Satruday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities

In collabboration we are partnered with a renowned tech BPO company to find a Quality Analyst for their contact center teams. The main goal of the Quality Assurance Analyst is to serve as an expert in quality standards. This involves assessing various content types such as audio, video, text, and photos, assigning ratings based on predetermined options, and justifying these ratings in writing. The aim is to refine the quality of assessments over time.

Location: Lisbon, Portugal

Employment type: Full-time

Remuneration: Base salary.

DUTIES AND RESPONSIBILITIES:

• Act as the go-to person for quality guidelines, ensuring adherence and consistency across all tasks
• Review and rate diverse content types, including audio, video, text, and photos, in line with task guidelines
• Provide thorough, written explanations to support your ratings and enhance overall rater quality
• Participate in calibration sessions with the team and stakeholders, following the direction of the team lead
• Conduct peer audits as part of the quality process and assist in training initiatives when needed
• Collaborate with team members to share insights and best practices, driving continuous improvement
• Manage multiple assignments independently, balancing various tasks with minimal guidance
• Assist the team lead or manager during the interview process for future hires
• Ensure all tasks meet key performance indicators (KPIs) to prevent any business impact
• Work concurrently on multiple customer projects, consistently meeting or exceeding client expectations.

REQUIREMENTS:

• Native / fluent in Japanese both verbal and written. Fluent in English (minimum B2 level)
• Ability to take on a job in Portugal without any legal support (EU citizenship or residence card in Portugal)
• University degree would be an advantage but is not required
• Computer literate & being comfortable using G Suite, particularly Google Sheets
• Highly detail-oriented with a rigorous and analytical approach
• Excellent verbal and written communication skills, with the ability to present reasoning in a clear, concise, and logical manner
• Willingness / ability to work flexible shifts. Strong sense of logic and sound decision-making abilitiesWork schedule: shift rotation, Monday to Friday, 08:00 AM to 8:00 PM. 40 hours of work per week (2 days off).

OFFER:

• Lunch vouchers 7,63 EUR per day
• 100 EUR transportation allowance or company shuttle
• Health and dental insurance
• Above-average base salary (x 14 months)
• Dynamic and creative team with a positive and friendly atmosphere
• Guidance and tools to reach your full potential.

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Chat Customer Support Agent in Riga.

Work model: On-site

Location: Riga, Latvia

Employment type: full-time or part-time (minimum 20 hours a week)

DUTIES AND RESPONSIBILITIES:

• No phone-related duties
• Handle incoming message requests from customers of a payment platform, chat and email and provide resolution to end users
• Record case resolutions in the contact center tool based on client communication
• Ensure that cases are resolved within the case life cycle
• Escalate priority issues per client specifications to the immediate lead if applicable
• Work independently and within a team
• Communicate well with internal and external contacts
• Provide exemplary customer experience
• Meet quality standards on all handled contacts
• Follow the schedule of work days and hours, be ready to start working on time
• Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
• Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs
• Attend trainings

REQUIREMENTS:

• Upper - intermediate Dutch (B2) and fluent in English (B1+) language, both verbal and written
• Previous experience in an outsourced customer service environment is nice to have
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in a team
• Service-oriented profile with a focus on problem-solving
• Ability to work shift hours/ part-time (to the extent legally possible), adapting fast to change of prioritization
• No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week
• Hybrid work (performance dependant)l might be considered after initial 3 months of employment
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities

EMPLOYEE BENEFITS

• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more
• OVP (Compulsory Health Examination): Full coverage.
• Development Opportunities: Advance your skills with DEXT, our educational platform offering 5000+ free courses, practice platforms and certifications, especially in cutting-edge technologies.
• Attractive compensation and allowances- Basis role and experience.
• Annual Leave – 4 calendar weeks of paid leave.
• Work Culture and Environment: Thrive in a dynamic and enjoyable workplace enriched with regular celebrations, wellness activities, and great team spirit.
• Hybrid Work Model: Transition to a hybrid model after meeting performance standards and depending on business needs.
• Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.

Work model: On-site

Location: Riga, Latvia

Employment type: full-time or part-time (minimum 20 hrs a week)

DUTIES AND RESPONSIBILITIES:

• Handle incoming message requests from customers of a payment platform over phone, chat and email and provide resolutions
• Record case resolutions in the contact center tool based on client communication
• Ensure that cases are resolved within the case life cycle
• Escalate priority issues per client specifications to the immediate lead if applicable
• Work independently and within a team
• Communicate well with internal and external contacts
• Provide exemplary customer experience
• Meet quality standards on all handled contacts
• Follow the schedule of work days and hours, be ready to start working on time
• Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
• Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs
• Attend trainings

REQUIREMENTS:

• Upper Intermediate Dutch/Flemish (B2) and fluent in English (B1+) language, both verbal and written
• Previous experience in an outsourced customer service environment is nice to have
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• 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
• No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours from Monday to Friday 10 AM - 06 PM. 40 hours a week
• Hybrid work (performance dependant)l might be considered after initial 3 months of employment
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities.

EMPLOYEE BENEFITS

• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
• Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.

In collaboration we are  working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Customer Support Agent in Riga.

Work model: On-site

Location: Riga, Latvia

Employment type: full-time or part time (minimum 20 hrs a week)

DUTIES AND RESPONSIBILITIES:

• Handle incoming message requests from customers of a payment platform over phone, chat and email and provide resolutions
• Record case resolutions in the contact center tool based on client communication
• Ensure that cases are resolved within the case life cycle
• Escalate priority issues per client specifications to the immediate lead if applicable
• Work independently and within a team
• Communicate well with internal and external contacts
• Provide exemplary customer experience
• Meet quality standards on all handled contacts
• Follow the schedule of work days and hours, be ready to start working on time
• Handle contacts while maintaining the targets defined for the project: response time, handle time, and resolution rate aligned with project KRAs
• Consider any additional ad hoc tasks that may contribute to better service to the client or improvement of your KPIs
• Attend trainings

REQUIREMENTS:

• Upper-Intermediate Norwegian (B2) and fluent in English (C1) language, both verbal and written
• Previous experience in an outsourced customer service environment is nice to have
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• 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
• No remarks in a background check, e.g. no criminal record, and willingness to participate in such background check process during the recruitment process

OFFER:

• Paid startup training and professional development sessions
• Shifts within the line operating hours 07:30 AM - 12:30 AM, from Monday to Sunday. 40 hours a week
• Hybrid work (performance dependant)l might be considered after initial 3 months of employment
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities

EMPLOYEE BENEFITS

• Premium Medical Insurance: Enjoy comprehensive coverage for you and your family (spouse and dependents) including routine health checks, dental, vision, prescription drugs, mental health support, and much more.
• Work from Home on Late Shifts: Option to work from home whenever you work late shift hours ending beyond 9 pm, providing you with the flexibility to manage your schedule effectively.