Customer Experience Advisor - Maternity Cover Barcelona

Descripción de la oferta

Duración de la oferta: hasta el 12/06/2019.

Funciones

Are you an enthusiastic communicator based in Barcelona who is looking for an opportunity to utilise your language skills? We have an exciting opportunity available in our international offices in Barcelona. Ideally you will have gained some experience in customer support over the phone and email. Your key prirotiy should be providing our B2B customers with the best possible service, ensuring they are confident in their choice to use our services.  
 
 This role is a maternity cover position and comes with a temporary contract with a duration of a minimum of 4 months.  
 
 Your tasks: 

 •Receive and handle all inbound, internal and external customer non fault queries and manage through to resolution for specific customer accounts
 •Action all customer queries in line with the required processes and service level agreements
 •Work as part of a team to ensure great customer service delivery – every time
 •Engage proactively with service centers to ensure customer requirements are received and actioned
 •Recognize and deal with queries, requests and problems in line with our customer account requirements
 •Identification and action of escalation issues
 •Undertake any other customer account support duties as required (including outbound queries)

 The Key Accountabilities: 

 •Ensuring dispute policy is adhered to for non-fault tickets.
 •Ensure the results of our TSAT surveys meet the expectations of Colt. 
 •Working towards delivering a best in class customer experience
 •Handling incoming customer and internal calls, ensuring availability to meet abandon rate SLAs
 •Managing emails from internal or external customers, ensuring efficient management to meet response time SLA
 •Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms.
 •Resolve customer issues always following Colt standard processes
 •Ensure a right first time, accurate approach to resolving our customers issues
 •Help to build strong relationships with all departments within Colt

Requisitos

 •Knowledge of business English, grammar and usage. Knowledge of the following languages is an advantage: German, Dutch, Italian or French.
 •Superior customer service and empathy skills.
 •Excellent interpersonal, listening, communication and critical thinking skills.
 •Ability to effectively problem-solve basic to moderately complex customer issues and complaints.
 •Ability to communicate clearly and effectively, both verbally and in writing.
 •Ability to multi-task and work in a high-volume, fast-paced environment.
 •Ability to pay strict attention to detail.Ability to communicate with customers patiently and politely even in difficult times.
 •Ability to meet productivity and quality standards on a daily basis.
 •Ability to work in a results-oriented, metric driven work environment.

Se ofrece

 •Relaxed dress code
 •Two days annually to spend on volunteering opportunities
 •39 hours working week and additional days off as per Colt own collective bargaining agreement
 •Benefit package that includes life insurance, private health insurance and pension plan, in addition flexible benefits scheme.
 •Lunch vouchers or childcare vouchers
 •Access to a virtual business school for on-going learning
 •Business mentoring
 •International environment with employees from more than 35 different nationalities. 

Etiquetas

• customer service
• b2b