Technical After Sales Agent Spanish and Portuguese (m/f/d)
Join to apply for the Technical After Sales Agent Spanish and Portuguese (m/f/d) role at METRO Markets GmbH
METRO Markets is building a brand-new After-Sales Team in Azuqueca de Henares (Guadalajara, 30 min from Madrid).
Your mission: help our professional HoReCa customers keep their ovens hot, their fridges cool and their guests happy by resolving technical issues on equipment bought through the METRO / makro online marketplaces in Spain, France, Germany, and beyond.
Responsibilities
* Handle escalated after-sales dossiers (phone & email) coming from front-line Customer Service.
* Review customer evidence (photos, videos, error codes), diagnose the root cause and decide next steps.
* Guide customers through remote troubleshooting or dispatch a technician when on-site diagnostics are needed.
* Verify warranty coverage, prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions in line with our Generosity Framework.
* Act as the main contact for external service partners: track open jobs, remove blockers, keep everyone informed.
* Document every action in Freshdesk with the accuracy needed for carrier claims and legal follow-up.
* Work in a hybrid setup: part remote, part on-site in our warehouse—so you can see, touch and test the equipment you support.
Qualifications
* Customer‑centric mindset and genuine enjoyment in solving unique technical cases.
* Languages: fluent in Spanish, Portuguese and English (the more, the better).
* Confidence to run step‑by‑step troubleshooting by phone or e‑mail.
* You don’t need to be a certified engineer—curiosity and a willingness to learn are key, and we’ll train you thoroughly.
* Strong negotiation & complaint‑handling skills; you stay calm when a chef is in the weeds.
* Experience coordinating with repair partners or field technicians (nice‑to‑have, not mandatory).
* Collaborative spirit: you work hand‑in‑hand with front‑line CS agents to deliver a seamless customer journey.
* Readiness for a call‑centre style environment—but with the extra perk of hands‑on access to professional kitchen gear.
Benefits
* A dynamic, scale‑up atmosphere backed by the global METRO / makro Group.
* Clear ownership from day one and room to innovate.
* Structured onboarding & continuous training (Freshdesk, Genesys, product know‑how, error‑code matrix).
* Hybrid working (home + Azuqueca warehouse) including a modern workspace, laptop and—if needed—a company phone.
* An engaged, multilingual team that values collaboration, humor and ownership.
#J-18808-Ljbffr