Customer Service Representative

Role: Customer Service (Dutch or German or Norwegian or Swedish Speaker)

Location: Cardiff,UK 5 days onsite

Pay Rate - £30,000 p/a + Employment Benefits

Duration: 6 months FTC initially (with a view to possible extension)

Work Experience / Responsibilities

Handle phone calls with customer queries and provide resolution to end user

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

Comlete 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