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Form of work
SalaryJob Title: Customer Service (Spanish Speaker)
Duration: 6 months
Work Location: Oxford office at least 3 days a week, remainder remote
Work Schedule: 8am - 4:30pm, Monday to Friday
Pay rate: 13 GBP/hr
Job description:
What you’ll do:
As a Customer Service Advisor for this renowned global organisation, you will undertake a variety of duties from troubleshooting technical Issues to investigate in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined KPIs you will be required to quickly diagnose and triage issues, resolve incidents and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Your key responsibilities will include:
· Handle English and Spanish inbound/outbound calls/emails or chats according to company policy.
· Identify and resolve customers’ requests/questions or complaints using relevant knowledge base tools or other technical resources.
· Ensure excellent troubleshooting documentation.
· Communicate and consult with colleagues to share best practice.
· Follow best practice incident management processes to ensure the KPIs are met.
· Comply with/complete global support specific or ad-hoc tasks.
· Escalate complex tickets to 2nd tier support and follow up for resolution.
· Meet support KPIs (Initial response time, Quality scores, Client happiness rating).
The ideal person for this role will be:
· Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
· 1-3 years of proven experience in a Customer Service position where also technical skills and troubleshooting was required
· “Problem Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
· A team player who is positive, friendly and has a can-do attitude towards staff and customers.
· Receptive to constructive feedback and changes within the business.
· Confident and competent in handling complaints, mediation and troubleshooting technical issues.
· Experience within the travel, tourism, leisure and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
· Experience of working to customer satisfaction based targets and operational metrics such as quality and handle time.
· Fluency in written and spoken English & Spanish language is essential. (C1 level).
· Ability to multitask in a fast paced environment, Identifying next steps and executing on them diligently.
· Schedule is 8am - 4:30pm Monday to Friday with an expectation to work from the Oxford office a minimum of 3 days per week.
INDH
