Customer Service Representative (Latvian & English)
Remote · Riga, Riga, Latvia
Job Summary
Handle high volumes of live chat and support tickets across assigned language queues; identify and evaluate customers' needs to deliver satisfaction and timely resolution; provide accurate, valid, and comprehensive information on platform features, products, and processes; manage complaints, provide proper solutions and options within time limits, and follow up to secure resolution; follow communication procedures, guidelines, and policies; support feedback collection for workflow and product improvements, including AI bot performance, SOPs, and internal tools; participate in the validation and testing of AI bots, automation workflows, tools, and SOPs as needed; go the extra mile to engage customers and deliver a best-in-class experience; perform other tasks as assigned by team leaders.
Required Qualifications
- 1+ years experience of proven customer facing experience or experience as a customer service representative
- Fluent in English and Latvian
- Basic understanding of AI concepts and familiarity with AI-powered tools or chatbots
- Willing to work weekends and irregular hours which will include night shifts
- Strong IT proficiency and ability to handle moderately technical customer queries
- Exceptional written communication skills and active listening ability
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