Customer Service Representative, Latvian, English

This is a fully remote position, open to applicants in Latvia.

📋 Description

• Manage a large volume of live chat interactions and support tickets within designated language queues.

• Assess and understand customers' needs to ensure satisfaction and prompt resolution.

• Deliver precise, valid, and thorough information regarding platform features, products, and processes.

• Address complaints by providing appropriate solutions and options within stipulated time frames, and follow up to ensure resolution.

• Adhere to established communication protocols, guidelines, and policies.

• Assist in gathering feedback for enhancing workflows and product features, including AI bot performance, standard operating procedures (SOPs), and internal tools.

• Engage in the validation and testing of AI bots, automation workflows, tools, and SOPs as required.

• Exceed customer expectations by providing an outstanding experience.

• Perform additional tasks as directed by team leaders.

⛳️ Requirements

• Minimum of 1 year of demonstrated customer-facing experience or experience as a customer service representative.

• Strong proficiency in IT and capability to address moderately technical customer inquiries.

• Excellent written communication skills coupled with active listening abilities.

• Capacity to multi-task, prioritize effectively, and manage time proficiently.

• Basic knowledge of AI concepts and familiarity with AI-driven tools or chatbots (mandatory).

• Practical experience in bot validation, testing, or quality review of SOPs/tools is advantageous.

• Understanding of the cryptocurrency/blockchain sector is a significant advantage.

• Proficiency in English and Latvian is essential.

• Availability to work weekends and irregular hours, including night shifts.

🏝️ Benefits

• Competitive salary along with company benefits.

• Flexible work-from-home arrangement (subject to change based on business team requirements).

• Opportunity to thrive in a results-oriented environment with avenues for career advancement and ongoing learning.