Ready for a career move that feels right? At Dila Recruitment, you're more than just a resume. We offer a deeply personal recruitment experience, taking the time to understand your individual aspirations. Plus, our team of recruiters lives and works internationally, providing you with access to a wider range of global opportunities and a nuanced understanding of different markets.
Position: Customer Service Representative
Location: Spain
Employment type: Full-time
Work model: Remote
DUTIES AND RESPONSIBILITIES:
* Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
* Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
* Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
* Escalate any potential service issues to the senior team members, as needed.
* Adhere to all project processes and procedures
* Ensure compliance with the contractual SLA
* Provide coverage for other Agents in their absence, whether within the same team or across different teams
* Collaborate with the team on specific projects, when requested
* Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
* Participate in regular team meetings
* Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction
REQUIREMENTS:
* Native / fluent in French, both verbal and written. Proficiency in English (minimum B2 level)
* A minimum of 1 year of customer service experience is required, preferably technical support
* Advanced IT knowledge in signal path connectivity, wireless networking, music and audiovisual products
* Strong aptitude for working in a customer service environment
* Excellent customer care skills, with the ability to listen to and understand customer needs
* Capable of taking ownership of calls and progressing them to resolution or escalating them when needed
OFFER:
* Excellent remuneration package based on experience, skills and performance
* Working schedule: Monday to Friday, 09:00 AM - 06 PM
* Be part of a dynamic and creative team with positive and friendly atmosphere
* 23 working days of paid annual leave
* Guidance and tools to reach your full potential.