Are you a chat-text email-social media multi-talent?
We are 26,000 customer experience specialists at 50 contact centers across 20 countries, delivering services in 33 languages to international brands in various industry verticals.
CSR – Customer Service Representative
CSR – Customer Service Representative
As a CSR you are the voice of our clients. You listen, you ask the right questions and always come up with the best possible solution, if that’s by telephone, e-mail, chat or any other communication channel required. With your friendly and positive attitude you make a good first impression and leave a lasting one, and at the same time, you become an expert in communicating in both social and traditional channels.
As BM, you are responsible for a group of Team Leaders, and have the overall responsibility for guaranteeing that your client’s service level is kept. You assess the performance of your team, monitor and analyze the relevant Key Performance Indicators, and make sure that your team has the right resources and tools to do their job - creating smarter people experiences.
Social Media Recruitment Expert
Social Media Recruitment Expert
As a Social Media Recruitment Expert, you work with the local organization but also with a global group of peers. Together, you come up with the smartest campaigns and content to build Transcom’s employer brand and drive interest in our brand and working for Transcom.
As a Team Leader (TL) you lead a team of 10-15 Customer Service Representatives (CSRs). With your drive and enthusiasm you know how to motivate your team and make sure that you reach your objectives - as individuals, but most importantly - as a team.
Every hour, we rely on knowledgeable, motivated people to deliver great customer experience, in any customer situation and via any channel.
John Mats Skanefors Hedman
John Mats Skanefors Hedman
Currently I am employed as a Team Leader for Nordic project within Transcom. This essentially means that I am responsible for the customer service representatives within my team. I work together with them in order to make sure that everyone is reaching their full potential and are able to reach the KPI's for our project. This may work in different ways such as 1 on 1 coaching sessions, side by side activities and similar in order to find both weak points and strengths with my CSR's. Additionally there is the administrative side, such as calculating bonuses, calculating salaries, registering coaching sessions, scheduling e.t.c.. I definitely think that working closely with the people in your team and having mutual respect towards each other is the main thing for both CSR's and TL's, essentially helping each other towards reaching great results.
One thing that I personally think is fantastic about working for Transcom is how close everyone are. No one feels "out of reach" I feel like if needed everyone from CSR's within the different projects / languages up to business managers are available and happy to interact with you and this is something that is displayed everyday at work!
I do like writing which has on occasion brought me to some exciting opportunities. For example I was writing for a small scale web-based paper a few years back. The paper was focused on E-sports and I was covering an event where one of the best players in the world were participating. Initially I was just supposed live-cover the event with updates regarding each match / round. However as the competition was coming to it's conclusion apparently the interviewer had gone missing... and there I was. So all of the sudden I was going to perform an interview with someone that is the best in the world at what they do... without any experience doing interviews! However due to some unknown issue the team could not participate and I ended up only covering the live event as planned from the beginning.
My name is Kristine and I am Business Manager. I am responsible for making Transcom client happy, by reaching all KPIs and showing improvement, and of course for making Transcom happy, by achieving all internal company goals. Last but not least, (probably the most important one) - for making all Western Union department employees happy and motivated.
My journey in Transcom can be described with one word - “growth”. I started in Transcom as CSR and during 4.5 years managed to develop my personal and professional skills, to try myself by working with two different clients and change of 5 positions. And this is exactly why I like Transcom.
Transcom is a place where you will never get bored and you will face challenges that will help you improve. If you have decided that you want to grow and achieve more, this is the place where you could definitely start.
The second thing, why I like Transcom are people around. Smiling, positive, open-minded, super helpful. I have found new friends in Transcom, who will stay in my life, even after time. Together with one of my friend-colleague we even started social media project, what is the first step to achieving our business idea.
And, finally, the third thing why I love Transcom is atmosphere. Positive and challenging, goal-oriented and friendly, living all company values - innovative, excellent and passionate. The place where your opinion will be heard and valued and everyone will care about how you feel.
I never had a thought, that I could work at customer care, especially in an international company like Transcom Worldwide Latvia. Transcom is my workplace since February 2017 and I am very happy about it!
Today I am inbound CSR at one of the projects. As a 2nd year student I was looking for job which I could combine with my studies and Transcom gave me this opportunity. To be honest, I missed my first chance to start working, because of illness, but Transcom didn't forget about me and offered job one more time. My first three weeks at Transcom I spent on training to acquire all necessary information for successful customer service. People always remember their firsts and everyone at Transcom remembers their first call. My first call was from very kind elderly women and, I think, that call is reason why I always talk to people with smile. I can not deny that not every call and situation is easy and makes you smile, there are situations where everything you can think about is call to end faster. But the greatest in those situations is that you always have someone who can help you, not only to find problem solution, but to support you. I can assure you with confidence that we have one of the best colleagues here in Transcom.
I am proud of myself that I was employee of the month. I am happy, because here my work is appreciated. Transcom taught me to be more patient and susceptible, look behind visible, always strive for progress and achieve more.
My name is Agija and my career began in April, year 2014 when I decided to apply for Transcom as a customer service representative. A few months later I was offered to try a new experience in another project at the Finnish team, in which I am still working. At the moment, I am fulfilling Team leaders duties.
My first year I spent as a customer service specialist, and then I was offered position of a quality analyst. I once again accepted the challenge for something new and challenging. The first step was to go through the nerve-spinning certification process, and once I've successfully passed, I was already able to evaluate calls from other customer service specialists, participate in calibration calls, and get a lot of new knowledge about both the product we are representing and the company itself.
And almost four months ago, Transcom decided to create a separate Finnish team with a new team leader. I applied for this position, and currently I am leading Finnish speaking team. I have a great pleasure in working with this team because we are all very friendly and helpful. The group is very supportive of new colleagues and collectively solving problems, and it does not matter whether they are Latvians with knowledge of Finnish language or native speakers, who are here to get new work experience in Latvia.
Most valuable of appreciated thing in my work are my wonderful colleagues. Even though the work environment is dynamic and sometimes challenging, I know that I can always trust my team, colleagues in QA team, other team leaders and Robert, who is a one and only "schedule master". Nadezhda (TQM) and Kristin (BM) are great advisers and always open for conversations.
I like working here a lot and looking forward for all the new possibilities and opportunities work in Transcom can offer.
My name is Kseniya and I’m Tele2 Inbound Group Team Leader.
I came to Transcom less than 1.5 year ago and started as CSR. It was straight after I came back to Latvia after 4 years living in UK. My sister was working in Transcom and told me it could be great to work together. I was so excited and couldn’t wait to get a call. And finally I was invited for interview. I was worrying about my Latvian as I had no practice for long time, but interview was successful and in couple days I started 3 week training.
Since my first day in Transcom, I realized, that people who work here are friendly, carrying and helpful. It was exactly what I needed after my comeback.
I still remember my first call and all the stress I faced on that moment. But I knew I’m not alone and would get help in any situation.
Being self-motivated, ambitious and responsible I challenged myself every day to do better and better. As a result I reached all my goals as CSR, achieved Senior CSR and became TL Back-up in less than 6 month time. I also became the best employee of the month.
After half a year when I discovered Inbound Team Leader vacancy, I knew I have to apply. Of course it wasn’t easy, but with all the support from my Team Leader and colleagues I managed to go through all steps and became Team Leader.
Daily challenges became harder. Step by step I was improving myself and every day I learned something new. And still, nothing changed - every day I am coming to work with pleasure and passion to do more and more.
I improved a lot in Transcom and every day I am better than I was yesterday. Transcom helps to find any hidden talents in every person who works here. I have no doubt that every person and every opinion here - matters. And every effort will be appreciated and rewarded.
I am Business Manager in Local Client department. It means that I am responsible for relationships between Transcom and our clients, responsible for department results. Together with my team we are working as engagement partner and are delivering outstanding customer experience to make Transcom clients happy.
The best thing is great experience what you can have growing here internally in Transcom in both ways - horizontally and vertically. I am working here more than 11 years and have very multifaceted experience thanks to different positions. Also I must mention dynamic environment (you'll never get bored!) and of course-best colleagues-this is how we are working! I think almost every Transcom employee have at least one true friendship thanks to Transcom.
Work hard, play hard. I love to spend my free time in active leisure, especially moto and auto racing. Auto racing I am just watching, but in moto racing is fun time to time to participate and to catch some adrenaline. My family and friends we are moto enthusiasts and are supporting The Golden Moped (Zelta Mopēds) motion in Latvia. The Golden Moped was a turning point more than 50 years ago, when it was the beginning of the world's first motorcyclist, moped and scooter races. In nowadays the Golden Moped competition has become one of the basic values of the Latvian national motor sport. This brand has become an important trait and cultural heritage of the Latvian people. This legendary competitions are reborn, and it is really exciting to participate in these races with The Soviet Union time technics which is restored by my husband.
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