Job Title: Technical Customer Support Advisor – Spanish
Start Date: 18th November 2022 Expected Duration: until May 2023 with a possibility to extend or convert to permanent Office Location: Oxford Working Location: Remote working considered (you must be based in the UK and have a right to work) Pay Rate: £13.00 per hour + Holiday pay Working Hours: Typical hours of operation can be from 8am – 4:30pm but vary in departments. Ability to work shift patterns, including some weekends is desired
What you’ll do:
As a Customer Support Agent for a property rental business, 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.
Handle English and Italian 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).
Fluency in Spanish to a native standard (Written and spoken).
Fluency in written and spoken English
Proven experience in a Customer Service position where 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.
Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.
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, and mediation
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.
Email us and our team will get in touch right away
Westgate House 9 Holborn London EC1N 2LL