Hebrew Speaking Customer Representative in Barcelona, Spain

Posted 18 October 2022
LocationBarcelona
DisciplineCustomer Service
Reference35917
Contact NameMaris Lahe

Job description

Customer Representative

Main tasks

  • Take incoming customer contacts (via telephone, email, chat other automated alerts) and solve users’ demands

  • Log call details onto call management systems and provide response and resolution within SLA

  • Maintain service and product knowledge and expertise associated with applications specific to individual customers

  • Escalate potential service issues initially with Mentor

  • To follow all the processes and procedures of the project

  • Ensure contractual SLA is maintained

  • Provide cover for other Agents in their absence, either within the same team or across teams

  • Liaise with Supervisors/ Mentors on specific projects where requested

  • To understand and comply with administrative duties including holiday, sickness and overtime

  • To attend regular Team Meetings

  • To work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality and customer satisfaction

Requirements

  • Fluent English plus the language required for the market at a native level

  • Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration is a plus

  • Good disposition to work in a customer service environment

  • Customer care skills – ability to listen to and understand the customers’ need

  • Ability to take ownership of, and progress calls to resolution or to escalate call to resolution

 

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