Customer Service Representative, Lithuanian, English

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

📋 Description

• Manage a high volume of live chats and support tickets within designated language queues.

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

• Offer precise, valid, and thorough information regarding platform features, products, and procedures.

• Address complaints, propose appropriate solutions and alternatives within established timeframes, and follow up to ensure resolution.

• Adhere to communication protocols, guidelines, and policies.

• Assist in gathering feedback for workflow and product enhancements, 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.

• Strive to exceed customer expectations and provide a premier experience.

• Undertake additional tasks as assigned by team leaders.

⛳️ Requirements

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

• Strong IT skills and the capacity to manage moderately technical customer inquiries.

• Excellent written communication skills and active listening capabilities.

• Ability to multitask, prioritize, and effectively manage time.

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

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

• Familiarity with the cryptocurrency/blockchain sector is a significant advantage.

• Proficient in both English and Lithuanian.

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

🏝️ Benefits

• Competitive salary along with company benefits.

• Flexible work-from-home arrangements (subject to variation based on the specific requirements of the business team).