Customer Representative with Spanish

Customer Service Representative is available to receive a customer call, handles emails, ensures consistent productivity and quality of service, assigned accordingly. The CSR is responsible mainly to:

• Be available to receive any new calls at start of shift;
• Ensure consistent productivity and quality of service;
• Meet SLAs and individual KPIs, maintain customer satisfaction;
• Ensure that all tickets are logged and assigned according to the account's procedures;
• Handle any Severity 1&2's appropriately;
• Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call;
• Handle and assist OSS (second level) with problem determination;
• Escalate queries when required to appropriate personnel;
• Minimize outbound call duration and quantity;
• Monitor ticket queues;
• Apply end to end ticket and call handling expectations of account;
• Escalate any issues as soon as they arise to the appropriate contact;
• Identify knowledge management gaps and drive closure.

• Excellent communication and customer care skills;
• Intermediate level of English;
• Fluent in another European language: Spanish;
• Stress-resistant, enthusiast and willing to work in a team;
• Ability to operate well in an international environment, multicultural environment;
• Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills;
• 24/7 shift environment (including nights, weekends and holidays) – if required;
• Bachelor's Degree;
• English: Intermediate;
• Spanish: Fluent.

Preferred:

• At least 6 months experience in Apply Call Handling Standards;
• At least 6 months experience in Analyze Customer Technical Requirements;
• At least 6 months experience in Problem Solving.