Customer Service Representative
il y a 2 semaines
Grow- is working with a leading Outsourcing/BPO company that is looking to recruit a French speaking Customer Service Representative for their Barcelona office.
Position: Customer Service Representative
Location: Barcelona, Spain
Employment type: Full-time
Work model: on-site
DUTIES AND RESPONSIBILITIES:
- Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
- Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
- Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
- Escalate any potential service issues to the senior team members, as needed.
- Adhere to all project processes and procedures
- Ensure compliance with the contractual SLA
- Provide coverage for other Agents in their absence, whether within the same team or across different teams
- Collaborate with the team on specific projects, when requested
- Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
- Participate in regular team meetings
- Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction
REQUIREMENTS:
- Native / fluent in French, both verbal and written. Proficiency in English (minimum B2 level)
- A minimum of 1 year of customer service experience is required, preferably technical support
- Advanced IT knowledge in signal path connectivity, wireless networking, music and audiovisual products
- Strong aptitude for working in a customer service environment
- Excellent customer care skills, with the ability to listen to and understand customer needs
- Capable of taking ownership of calls and progressing them to resolution or escalating them when needed
OFFER:
- Excellent remuneration package based on experience, skills and performance
- Working schedule: Monday to Friday, 09:00 AM - 06 PM
- Be part of a dynamic and creative team with positive and friendly atmosphere
- 23 working days of paid annual leave
- Guidance and tools to reach your full potential.
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