Contact Center Agent - Latvian Speaker
Consumer & Customer Care
Full Time
Riga, Latvia
2019-10-24

Is responsible to create best-in-class brand and product ownership experience for the consumer, both online and via phone/mail/social media contacts.

Objectives:
360 degree simply outstanding consumer experience & sales development. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Being single point of contact for consumers across 360 degree consumer journey, i.e. covering contacts regarding pre-sales, sales, webshop, product, marketing/promo campaigns, registration support, repair (warranty and out of warranty), technical support, product usage, complaints handling, potentially chat etc.
• Support customers via different inbound contact channels, i.e. phone, email, social media, chat
• Executing outbound call activities on request, i.e. callbacks to consumers after visit of technicians to verify quality and customer satisfaction of service provided by 3rd party companies
• Creating simply outstanding consumer experience (low effort, delightful and inspiring) for each consumer contact 
• Cross/up selling via advice of consumables & accessories, extended warranties, spare parts, finished goods or other Electrolux services during contact with consumer;
• Working & processing of data in Electrolux systems & tools like CTI, Regulus, SAP, KM, others.
• Close cooperation with other departments of Electrolux (e.g. technical support, marketing, ownership solutions, etc.) and service partners
• Active participating during training process; ability to learn/improve constantly;
• Driving KPI and constant quality improvement of Contact Center

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED 
Functional skills & Core Knowledge Areas:

• At least 1 year experience in contact center environment (preferably consumer electronics)
• Strong consumer care competencies (high consumer service problem solving skills, ability to handle stressful situations appropriately and with positive attitude, trouble-shooting) 
• Demonstrated cross-selling experience in CC environment
• General knowledge of processes & IT systems used in contact center environment
• Interest  in consumer electronics, digital mindset

Languages: 
• Latvian speaking line support: excellent verbal communication and writing skills in Latvian, very good English (minimum B2), very good Russian


Apply now

We encourage you to apply as soon as possible as candidates will be interviewed continuously. The position may be filled prior to the date described as 'Apply by'