Customer Experience Representative (Spanish)

Where: Belgrade (Serbia)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Spanish

Gathering and providing information

  • Answers telephone calls of the customers with compulsory adherence to the scripts in the domain of the job;
  • Informing and advising customers on service characteristics, as well as answering to customer questions;
  • Fetching data from customers;
  • Creating an order for customers;

Case solving

  • Record and case analysis;
  • Works on finding solutions and providing information to the customer so they can self-handle the case;
  • Leading the customer through the procedure to the solution (explanation);
  • Providing feedback to the customer;
  • Help desk;
  • Gets feedback from the customer regarding the case / service;

Escalated Cases/ Forwarded cases

  • Escalating (forwarding) an emergency calls to Customer Support Representative;
  • Regular monitoring of the case status;
  • Providing feedback to the customer;
  • Referring the customer to another institution;

Other

  • Monitoring of the SLA team which he/ she is part of;
  • Provides timely and quality reporting to the Client Relation Manager on the activities and work processes;
  • Provides support for continuous improvement of the process;
  • Regular exchange of information with the team for the purpose of joint development;
  • Other business activities that may be assigned to him/ her by the Company, if necessary.

Candidate profile and qualifications:

  • Excellent knowledge of Spanish and English language
  • Excellent communication skills;
  • Experience in handling objections;
  • Accuracy in data entry.
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