Essential Functions/Core Responsibilities:

• Ensure that service delivered to customers aligns with contractual Key Performance Indicators (KPIs).
• Clarify customer requirements by probing for understanding, utilizing decision-support tools, and resources to resolve non-standard/unstructured customer issues requiring clarification or conceptual thinking.
• Listen attentively to customer needs and concerns, demonstrating empathy while maximizing the opportunity to build rapport.
• Greet customers courteously, friendly, and professionally following agreed-upon procedures.
• Maintain broad knowledge of client products and/or services.
• Prepare complete and accurate work, including appropriately notating accounts as required.
• Participate in activities aimed at improving customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document, and retrieve information in the call tracking database.

Candidate Profile:

• High school diploma with six plus months of customer service experience preferred.
• Courteous with a strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Effective communication skills, both written and verbal.
• Ability to learn, including strong problem-solving skills.
• Dependable with proficient attention to detail.
• Skilled in multitasking, including the ability to be flexible and adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced, high-production work environment.
• Ability to work as a team member, as well as independently.
• Demonstrate patience in all customer contact situations, maintaining a pleasant and professional tone and manner.
• Able to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.

Career Framework Role:

• Possesses the basic skill set required to perform routine tasks within simple processes but lacks program/product specific knowledge.
• Works with close supervision and clearly defined procedures.
• Starting to demonstrate familiarity with client terminology, operating standards, and procedures.
• Starter without sustained metric performance levels.

About Multilingual Jobs Worldwide:

Multilingual Jobs Worldwide is a leading multilingual recruitment specialist agency, with businesses from all over the world, connecting talent from Germany, France, Netherlands, Belgium, Italy, Spain, and more. We match the most exciting jobs with multilingual talent and have helped over 3000 people find their dream job with our 300+ partners in over 30 countries. Our offices are located in Oslo, Tallinn, Malaga, Malta, and Lisbon.