Summary/Objective

As a Customer Support Agent you will support and work towards the vision and strategy of our clients Contact Centre. You are the face of the company in every step of the customer journey, taking ownership for all inbound and outbound contacts from customers and colleagues. Responding in a proactive manner by taking the time to understand the needs of each customer and provide a resolution on the first instance wherever possible.

Main Responsibilities:

- Engage and build rapport quickly with customers & colleagues by listening to and understanding their needs
- To take ownership of contacts to ensure every customer always receives the highest level of customer service
- Ensure that you personalize the customer journey by giving the customer the right choices and making sure their needs are at the heart of everything that you do
- Deal with any customer query or concerns personally, in a positive and respectful manner throughout the whole customer journey
- Recognize appropriate opportunities to add value to the customer and the business through great conversations
- Drive your own performance to achieve individual and team business KPI's and objectives
- Take personal ownership for your own self-development by actively seeking learning opportunities
- Actively support any business change & initiatives with pace, supporting continuous improvements to ways of working
- Take responsibility for your own actions, ensuring you keep up to date with all communications, processes, and procedures
- Ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation such as Data Protection etc
- Adopt a sales through service approach, ensuring that customers needs are matched to the best product

We Offer:

- Full time (39 hours/week) and a long-term contract
- Schedule: Rotative, Monday to Sunday 12:30 - 21:00 (Rotative)
- Salary: 17.150,00 euros gross/year + up to 1,200 euros gross/year in bonus
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*
*The period of holiday entitlement is fixed by mutual agreement between the company and the employee.

Requirements:

- Native/bilingual level of Spanish
- 2nd language required: English
- Ability to demonstrate excellent communication and interpersonal skills
- Passionate about providing excellent customer service ensuring customers continue to use the service
- Must have a first-class telephone manner and ability to deal with customers in a confident way
- Effective team player with a positive attitude and willingness to take ownership
- Passionate and enthusiastic about developing new skills and personal development
- Must have a competitive "can do" attitude
- Open to change, sees this as a positive and is keen to get personally involved
- Computer Literate with Basic knowledge of Microsoft Excel, Word, PowerPoint and Outlook.
- Experience of answering a high volume of calls within a regulated environment
- Ability to cross-sell /upsell in a customer centric manner

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate against any candidacy because of age, disability, ethnicity, marital status, gender, nationality, ideology, politics, race, religion or sexual orientation***
*The period of holiday entitlement is fixed by mutual agreement between the company and the employee.
RRQ23-001562-1-SPAIN