Spanish Speaking Customer Service Advisor
- Recruiter
- Confidential
- Location
- London
- Salary
- Competitive
- Posted
- 15 Jun 2021
- Closes
- 13 Jul 2021
- Sectors
- Multi lingual
- Contract Type
- Permanent
- Hours
- Full Time
Spanish Speaking Customer Care Agent - Central London - Start Date - Monday 9th August 2021
RESPONSIBILITIES
Provide first line response and be the point of contact for all customer queries
Own and drive resolution over the Phone, via Email and Chat with internal and external customers Respond to all inbound contacts adhering to set targets (daily, weekly and monthly)
Analyse contact drivers to fully understand our customer needs
Achieve top quality Customer Satisfaction/Quality scores
Update all system notes at the end of the customer interaction ensuring they meet the department's required standards
Adhere to the Complaints management process, and adopt a proactive approach to problem solving in order to prevent escalations
Review continuously FAQs and update when necessary
Provide translations and update standard responses
Demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
Adopt a professional manner in all interactions with internal and external customers
Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines
Assist line manager with additional requested tasks
LANGUAGE CAPABILITY
Must have strong written communication skills in English to understand and respond to customer issues
Must have strong written communication skills in English and Spanish to understand and respond to customer issues
SKILLS AND ABILITIES
Computer literate in all Microsoft packages
Organised, with high sense of priority
Good levels of numeracy, accuracy and attention to detail
Strong work ethic, can work independently and as part of a team
Passionate for our brand and customer service
Excellent interpersonal skills and the ability to build and maintain strong relationships
BENEFITS
Permanent contract
Competitive compensation package including performance bonus and pension scheme
Paid annual leave
Paid time-off to volunteer for a good cause
30% employee discount
For everyone's safety, our recruitment process is now fully conducted virtually; therefore, you will need access to a computer with a webcam and secure Wi-Fi network to go through the selection process
RESPONSIBILITIES
Provide first line response and be the point of contact for all customer queries
Own and drive resolution over the Phone, via Email and Chat with internal and external customers Respond to all inbound contacts adhering to set targets (daily, weekly and monthly)
Analyse contact drivers to fully understand our customer needs
Achieve top quality Customer Satisfaction/Quality scores
Update all system notes at the end of the customer interaction ensuring they meet the department's required standards
Adhere to the Complaints management process, and adopt a proactive approach to problem solving in order to prevent escalations
Review continuously FAQs and update when necessary
Provide translations and update standard responses
Demonstrate role model behaviours by engaging and supporting your colleagues to create a respectful and positive working environment
Adopt a professional manner in all interactions with internal and external customers
Ensure compliance with all applicable regulations. This will include but is not limited to all GDPR guidelines
Assist line manager with additional requested tasks
LANGUAGE CAPABILITY
Must have strong written communication skills in English to understand and respond to customer issues
Must have strong written communication skills in English and Spanish to understand and respond to customer issues
SKILLS AND ABILITIES
Computer literate in all Microsoft packages
Organised, with high sense of priority
Good levels of numeracy, accuracy and attention to detail
Strong work ethic, can work independently and as part of a team
Passionate for our brand and customer service
Excellent interpersonal skills and the ability to build and maintain strong relationships
BENEFITS
Permanent contract
Competitive compensation package including performance bonus and pension scheme
Paid annual leave
Paid time-off to volunteer for a good cause
30% employee discount
For everyone's safety, our recruitment process is now fully conducted virtually; therefore, you will need access to a computer with a webcam and secure Wi-Fi network to go through the selection process