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Customer Support Lead Agent
hace 1 semana
Description:
Our Client
Via is using technology to transform transportation around the world. From changing a single person's daily commute to reducing humanity's collective environmental footprint — we've got huge goals.
As we continue to expand in Europe, we are looking for
Customer Support Lead Agents to join our team You will work with our Operations team to build and operate our outstanding on-demand services.
We Care:
You're passionate about giving a great customer experience and about our mission to enable accessibility to mobility and reduce the world's carbon footprint.
We ́re Curious:
You're autonomous and proactive, with a "can-do" attitude that strives to resolve customer issues efficiently and in real time.
We Achieve Together:
You strive to support the operation's overall performance, by providing feedback and insight into the key areas that drive a poor customer experience
What you'll be doing?
- Care for customer satisfaction, making sure that you are going the extra mile with each and every contact.
- Make sure that our drivers and passengers feel supported in all matters, ensuring a timely response to assist with any of their questions or concerns.
- Strive for first contact resolution to resolve driver and passenger queries efficiently and satisfactorily.
- Follow internal processes and systems to resolve customer issues, taking the recommended next best actions.
- Coach, mentor and develop a team of customer support agents to deliver excellent quality, and meet agreed targets and productivity, providing expert support to the team in operational questions.
- Conduct quality assessments, induction and adhoc trainings to upskill agents and/or to address training needs and competency gaps.
- Demonstrate a full understanding of Via and brand values.
Requirements:
What skills & experience you'll bring to us?
- Fluent level of both written & spoken
Flemish. - Able to communicate clearly and effectively in written and spoken English.
- Experience in the customer service industry and ideally in a Contact Centre environment.
- Autonomous and fast learner to provide effective support and to be proactive, with a "cando" attitude.
- Solutionoriented to provide the correct and best outcome for the customer.
- Be passionate about giving a great customer experience & have the ability to connect with customers, build rapport and show empathy.
- Well organized and able to prioritize the workload with the ability to work under pressure, and to calm even in stressful situations.
- Previous experience training or managing a small team is a plus.
Benefits:
What do we offer?
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Starting date:20th November 2023.
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Contract: Permanent (1-month probation).
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Salary: 26.000€ gross per year + the possibility to earn annual incentives.
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Working hours: Full Time (39 hours per week) - rotating schedule Monday
- Sunday between 10 pm and 8 am, 5 days/week (rotative weekends, two weekends off per month guaranteed).
Work Model: Hybrid working model.
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Fully Paid Training that optimally prepares you for your job - 4 weeks duration (office-based).
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24 holiday days per year on a full-time basis.
- Bestinclass
people engagement activities and programs.
Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.
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Location:Barcelona, Spain.
Who we are
CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.
CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation.
We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.
**#WeCare #WeAreCurious #WeAchieveTogether-
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