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Location
Description
Description
Customer Representative
Responsibilities
Brief Overview of the role:
A good communicator, customer-oriented person to be responsible and ability to provide solution to queries and questions and providing information on everything related to issues or incidents after the vehicle sale (customer service). Availability to answer incoming contacts.
Accountabilities:
Customer support and advice:
- Take incoming user requests (via telephone, email, voicemail, or other automated alerts),
log call details onto case management systems and provide response and resolution within SLA to customer
- Proactively update customers with status and resolution progress.
- Escalate potential service issues to appropriate level
- Ensure contractual SLA is maintained.
- Understand and comply administrative duties including holiday,
- Sickness and overtime forms in a timely and accurate manner.
- Achieve an excellent customer satisfaction level
- Manage cases to closure
- Negotiations with workshop, coordinator or any of the organisms associated with the campaign, such as roadside assistance.
- Proactively update customers with status and resolution progress.
- Escalate potential service issues to appropriate level
- Ensure contractual SLA is maintained. Customer follow-up 24, 48 and 72 hours
Requirements
Requirements
Knowledge & Key skills:
Minimum & required Skills for hiring
- High level of Spanish
- Good communicational approach: Verbal and Written
- Customer oriented
- Empathy
- Team worker
- High motivation
- Flexibility
- Commercial orientation
- Capacity to negotiate
- Organization skills
- Good stress management
- Typing skills
Plus/Desirable
- Fluent Catalan
- Commitment / Adaptability
- Self confidence
- Experience in a similar position
- Knowledge of CRM tools
- IT knowledge - user level
Minimum acquired skills and knowledge after the training:
- Processes and procedures (client & WEBHELP) See skills matrix
- Phone Handling
- CRM and other necessary internal and external tools (see list in skills matrix)
- Products (Vehicles characteristics per brand) and services
- LOPD legal environment
Benefits
We offer:
- Full time (39 hours/week) and a temporary contract
- Schedule: Monday to Friday from 10:00 - 19:00
- Salary: 14.000 euros gross/year
***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation. ***
Company
Additional information
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Date posted3 August 2022
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SectorCustomer service & Technical support
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Employment typeFull-time