Customer Support Technician

hace 2 semanas

Madrid, Madrid, España Davies Group A tiempo completo
We are the consulting division of Davies, accelerating business, technology and people performance across financial services including banking, asset and wealth management, insurance and other highly regulated industries
We are currently seeking a a Customer support to join our team on a 6-month contract, and then the possibility to join the company.

The opportunity:
Our client is currently looking for Customer Support with at least one year of experience and a great desire to learn and grow with our CX team, together we will take the attention of our users to the next level

You will be responsible for:
Customer service through different channels, telephone, chat, email and ticketing through the Zendesk tool. Incident resolution typical of an electronic money institution: card payment errors, duplicate charges, refunds, unrecognized charges, balance discrepancies, etc. Incident management through Atlassian's Jira tool. Contact with suppliers for resolution of user incidents. User support in different processes: registration process in the app, card sending and activations, data changes, PIN resets, etc. User support related to our products in different programs (international money transfers, cryptocurrencies, rewards, etc.) and with our marketing campaigns and promotions (Uber Eats discounts, sweepstakes, etc.).
Your experience:
At least 1 years of experience as a CS Technician Knowledge in customer service tools (Zendesk/Intercom) and incident resolution (Jira), Avaya Icloud. Proficient in handling phone calls, in its different aspects, from communication/information to a claim. It's a plus to have experience in banking or financial products or to have worked in outsourcing companies. Intermediate level skills in Microsoft Office Fluent/Native in Spanish and at least B2 in English. About Us
What's important to you is what matters to us...
We are straight-forward, adaptable and outcomes-focused. We build affinity, work with integrity and we always do what is right for our clients
Our core principles of Expertise, Leadership and Teamwork underline the Davies values of:
We are connected We are dynamic We are innovated We succeed together We live these values by ...
Caring for the health and well-being of our colleagues Increasing diversity and inclusion within our workforce Encouraging and accommodating flexible and hybrid working arrangements Creating a culture centred on interesting, complex, and challenging work and celebrating success Enjoying a fun, friendly, supportive, and sociable team-based environment Supporting performance driven career progression and providing access to professional skills enhancement via internal learning programs Recognising and celebrating the individual contributions of our colleagues Championing autonomy and empowerment of all our colleagues And if that wasn't enough...
Rewarding success and hard work We offer a competitive basic salary and annual bonus based on performance.

Benefits package includes:
Private healthcare via Sanitas Lunch vouchers via Edenred Flexible remuneration plan Online discount platform Competitive employee referral program Generous annual leave plan Inclusion and Diversity
Our Approach – At Davies we welcome different perspectives, support each other's ambitions, and grow together. We work to build an Inclusive Culture where everyone can succeed.
We value the differences and benefits that a diverse workforce brings to the business. We do not discriminate on the grounds of any differentiating factor and embrace the differences which make people unique.
Actioned through – Davies colleagues will deliver DEI though both local and global actions. It is recognised that different geographies have different cultures, employment legislation and hold alternative views. At Davies, we are committed to building an Inclusive Culture through DEI, and we are respectful of opposing views held to the company's position

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