Customer Support Agent - Finnish Speaking
Contact: Stephen.Molloy@Cpl.ie
Roles and Responsibilities
● Emphasis on driving high customer satisfaction and resolution
● Supporting users queries in relation to paid content (movies, TV shows, paid channels)
● Troubleshooting and helping resolve video playback issues
● Process refunds for accidental and unauthorised purchases
● Customer education on supported devices, purchase processes and features
● Collaboratively sharing feedback through appropriate channels related to tools, processes or systemic user/product issues
● Ensuring excellent customer satisfaction
● Following pre-defined workflows when responding to customer inquires
Required Skills/Competencies/Experience
● Fluency in English plus excellent native-level written and verbal communication skills in language of support, with minimum 2 years’ experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
● Incredible communicator:
o Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
o Must be able to grasp complex and sometimes technical concepts, and relate them to our users in an easily understandable way
o Ability to communicate complex issues in a friendly and easy to understand format
● Customer service mindset. Strong customer/user focus with the desire to help and put users first. Ability to empathize and relate to users is key to this role
● Tech-savvy
● Internet savvy, understand the players in this space
● Digital literacy, ability to troubleshoot complex issues
● Demonstrating speed, agility, critical-thinking and problem-solving skills
● Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes
● Experience with prioritizing multiple tasks in a fast paced and ambiguous environment
● Significant attention to detail
● Team player with ability to work in a fast-paced, collaborative and constantly evolving environment
● Strong work ethic and ability to work with minimal supervision.
