Our clients belong to the top 500 business companies in the sectors IT, telecommunications, e-commerce, automotive, and financial services. We are a multicultural company collaborating with employees from over 100 different nationalities. We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities. Our offices are located in the heart of Barcelona in the @22 district very close to the beach, public transport, the Glories shopping mall & restaurants.

Your role:

-Take incoming customer calls (via telephone, email, voicemail, chats, or other automated alerts) and solve users' demands.

• Take incoming calls from boutiques and shops via telephone and resolve 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 forms in a timely and accurate manner.
• 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.

Hours and Benefits:

• 39 hours/week: Monday to Friday from 09:00 to 18:00
• Salary for 39 hours: 16.732,21 Euros gross/year + up to 2.400 Euros gross/year
• Ongoing training
• Possibility to grow within the company
  
  Why apply?
  
  - A large variety of discounts with our partners
• Free weekly and after work activities
• We promote intercompany mobility to work at any of our sites around the world. We have more than 140 locations in over 35 countries
• Real growth opportunities to progress
• New and modern office in the center area
• Receive a bonus starting from 300 euros for referring your friends
  
  Our expectations:
• Native level of German, French, Italian, Spanish, Dutch, Flemish, Swedish, Danish, Finnish, Norwegian &/or other advertised language
• Fluent English
• Working knowledge of IT Platform, equipment, and applications: Windows/MS Office
• Good disposition to work in a customer service environment
• Customer care skills - ability to listen to and understand the customers' needs
• Ability to take ownership of, and progress calls to resolution or to escalate call to resolution
  
  Personal abilities
• Resistant to stress.
• Very good communication skills.
• Ability to work in a team.
• Logical approach to problem solving.
• Ability to work on own initiative.
• Ability to adapt to different situations and needs.
  
  If you identify with this, JOIN US!
  
  Career opportunities:
  
  If you are interested in growth, our high performers can move to our social media team, become a trainer/mentor, quality analyst, or move into management.