Customer Support Analyst

11 hours ago

Larnaca, Larnaka, Cyprus SkillMatch Solutions Full time €16,200 - €24,600 per year


Location: Larnaca

Joining Deadline: 4th November 2024

Language Requirements: Native Dutch + Fluent English

Company Overview:

We're dedicated to delivering exceptional player satisfaction by handling console and account inquiries on a daily basis.

Training:

  • Duration: 2 weeks (Monday to Friday, 10:00 18:45)
  • Nesting Period: 3 weeks (PAID training conducted in English)

Salary:

  • Starting Gross Salary: 1350 EUR per month
  • After 6 Months: Salary increases to 1400 EUR per month
  • Language Bonus: 150 EUR per month

Performance Bonus:

  • Potential Bonus: Up to 420 EUR based on achieving KPIs including AHT (Average Handling Time), Productivity, NPS (Net Promoter Score), Quality, and Attendance.

Communication Channels:

Agents will handle inbound phone calls, live chats, and emails related to our console and network queries, focusing on high-level customer service. Typical issues include account resets, payment inquiries, etc.

Working Hours / Weekends:

  • Weekdays:
    • Early shift starts at 09:00, latest shift ends at 23:00
  • Weekends:
    • Earliest shift starts at 08:00, latest shift ends at 17:00
  • Weekend Work:
    • Required to work 2 weekends per month (full weekend or split shifts)

Breaks:

  • Breaks: 1 x 30-minute unpaid break, 2 x 15-minute paid breaks daily

Annual Leave / Bank Holidays:

  • Annual Leave: 21 days, with additional local system holidays
  • Housing: Accommodation provided or housing allowance offered

Relocation Packages:

  • Option 1: Arrange own flight and accommodation, receive 1000 EUR from the company
  • Option 2: Book own flight (up to 300 EUR refund), stay in company accommodation for up to 2 months (first month free, second month 100 EUR if extended). If leaving before second month end, daily fee applies. Full 300 EUR refund if not staying second month.

Candidate Profile:

Requirements:

  • High School Diploma
  • Clear Criminal Record

Languages:

  • Native Dutch speaker
  • Fluent in English

Desired Profile:

  • Friendly demeanor
  • Reliable and punctual
  • Proficient in computer and technology use
  • Strong customer interaction and problem-solving skills
  • Ability to work well under pressure and multitask
  • Previous customer service experience advantageous

Application Process:

Please submit your CV and a cover letter detailing your relevant experience and availability to start by the deadline.


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