Customer Care Specialist

hace 2 semanas

Madrid, España Green Eagle Solutions A tiempo completo

Green Eagle Solutions is a rapidly growing tech company for the renewable energy sector️🌱⚡ accelerating the green energy transition by enabling fully autonomous renewable energy operations.

Our SaaS platform, ARSOS, seamlessly integrates with all types of renewables, employing RPA-based remote commands to enhance operational scalability and profitability and currently, handling 30% of all the renewable energy in Spain.

This solution allows green energy production to be more efficient and sustainable, bringing closer the goal of achieving a carbon-neutral world. ♻️🌿

Job Overview

We are looking for a Customer Care Specialist to assist our customers with any issues they may have using our products and services.

As a Customer Care Specialist, you will be responsible for resolving customer queries, recommending solutions and guiding product users through features and functionality. To be successful in this role, you'll need to be an excellent communicator who can build trust with our customers. You will also need to be familiar with help desk software.

Ultimately, you will be helping to build our reputation as a company that provides excellent customer support for all our after-sales processes.

What you´ll be doing

24/7 phone and email assistance for troubleshooting: responding to customer queries in a timely and accurate way within the guidelines of the SLA and follow up them to ensure they are resolved.

  • Escalate customer requests and incidents, when a protocol is not in place, to the next level for resolution. Monitor and follow up these cases, to ensure that the other teams resolve them within SLA time.
  • Identifying customer needs and helping customers use specific features.
  • Building and nurturing a strong relationship with our clients to ensure the highest customer satisfaction.
  • Analysing and reporting product malfunctions
  • Update our internal teams with information about useful discussions with customers.
  • Inform customers about new features and functionalities
  • Monitoring server status to identify opportunities to improve performance and execute preventive maintenance tasks to assure maximum performance and minimize incidents.
Experience/Skills Required
  • Experience as a Customer Care Specialist or similar CS role.
  • Experience using help desk software and remote support tools: ticket management and tracking systems (such as Zendesk, Freshdesk, or Salesforce Service Cloud) to manage customer queries and issues.
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases or customers
  • Customer oriented skills
  • Time management and focus on detail
  • Be open-minded and able to work in a constantly changing and growing context.
  • Be able to communicate effectively in English (oral and written). Level C1.
  • Availability to work in rotating overnight shifts.
Experience/Skills Desired
  • Understanding of Microsoft products: this includes familiarity with tools such as Microsoft Office (Word, Excel, PowerPoint), Outlook, Teams, SharePoint, and other related products.
  • Jira & Confluence for Knowledge Management
  • Experience in energy sector

Why work at Green Eagle?

🏆 Voted a Great Place to Work® by our team members

🌍 Contribute to the green energy transition and have a sense a purpose in your work

🤑 Flexible compensation including discounts on childcare, transport, and meals

🏥 Private health insurance

🌱 Annual Training & Development bonus

🗣 Free English classes

This is an awesome opportunity to speed up your professional career and challenge yourself while doing something meaningful for the future 🤩

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