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Location
Description
Our company
At Webhelp, our clients belong to the top 500 business companies in the sectors of IT, telecommunications, e-commerce, automotive, and financial services. We are a multicultural company collaborating with employees from over 29 different nationalities.
We offer a great work environment, modern offices, a dynamic and young approach, with true career opportunities.
Responsibilities
Responsibilities:
- Cooperate with PM to fulfill Client's business account plan
- Participate in hangouts with Client's and provide updates to the Team
- Support Advisors by solving queries
- Take ownership of escalation callbacks
- Review and improve Case handling flow
- Keep track of case handling with time management
- Handle and solve cases
- Create new users
- Team holidays planning
- Bonus calculation
- Own and monitor the performance of the relative team members
- Provide 3 case/call reviews per advisor per month
- Deliver the performance review to their team members
- Follow up on individual Action Plans
- Manage the performance and career development of the team
- Identify and implement initiatives to drive consumer satisfaction, increase efficiency and boost team productivity.
- 1-1's with their team members to solicit feedback on process inefficiencies or team-related issues
- Control the queue: encourage Advisors to take cases, manage the timelines on the case handling and follow up appropriately
- Constantly check the adherence of the agents to their schedules
Requirements
Requirements:
- Excel knowledge
- Detail oriented
- Problem solver
- Thorough knowledge of Customer Service business
- Sales background/experience preferable
- 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 and understand the customers' needs
- Basic knowledge on sales skills-Upselling and cross-selling
- Highly empathetic
- Great time management
- Self-motivated
- Resistant to stress
- Very good communication, listening 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
***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. **
Benefits
Hours and Benefits
- Full time long-term position, 39 hours/week
- Schedule (rotative): Monday - Sunday from 09:00 to 21:00
- Permanent contract
- Attractive salary
- International and dynamic environment in Barcelona
- Possibilities to grow inside the company
- Employee discounts
- Free weekly and after work activities
- Bonuses for referring your Friends
- Relocation package - reimbursement of your flight and other costs
Company
Key languages
Additional information
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Date posted28 April 2022
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SectorCustomer service & Technical support
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Employment typeFull-time