Customer Representative

hace 2 meses


Barcelona, España Webhelp A tiempo completo

**Advisor**

**Location**
- Sant Cugat del Valles, Spain**Language**
- Spanish***

**Description**:
Buscamos a una persona para dar soporte al servicio de soporte técnico de uno de nuestros clientes.

Ubicación: Sant Cugat

**Tareas principales**:

- Atender consultas o requerimientos de clientes y/o empleados, por teléfono, mail o herramienta de ticket.
- Intentar resolver las consultas o requerimientos y de no ser posible, poder identificar si requieren más investigación o escalación al departamento correspondiente
- Comunicaciones a los Usuarios, provenientes de otros departamentos
- Resolver incidencias de Nível 1, relacionadas con software y hardware
- Registras las consultas recibidas a través de todos los canales
- Mantener el Servicio, el conocimiento de los productos y la experiência
- Detectar incidencias y/o errores y comunicarlos de acuerdo a los procedimientos pre-establecidos
- Escalar potenciales inconvenientes, inicialmente al Supervisor
- Seguir procesos y procedimientos del proyecto
- Asegurar los níveles de servicios contractuales, requeridos por el proyecto
- Dar soporte al equipo cuando haya agentes ausentes, en cualquiera de los dos equipos del proyecto
- Ayudar a agentes nuevos, en sus primeros días, guiándolos en los procedimientos, dudas, entre otros
- Colaborar con Supervisores en proyectos específicos, según se requiera, para mantener la performance, la calidad del servicio y la satisfacción del cliente.
- Comprender y cumplir con las obligaciones administrativas (vacaciones, bajas, horas extra)
- Asistir a reuniones regulares de equipo

**Condiciones**:

- Contrato a jornada completa de 39 horas
- Salario: 18.000 euros brutos anuales + hasta 1.000 euros brutos/año en bonus
- Horario rotativo: Lunes a Domingo de 09:00 a 23:00
- Fecha de inicio: Inmediato
- Vacaciones: 23 días hábiles de vacaciones anuales retribuidas (generadas en función del año natural y en proporción al tiempo trabajado)*

**Requisitos**:

- Castellano nível nativo
- Disponibilidad de vehículo propio
- Buena comunicación oral
- Empatía
- Conocimientos de Office y con ganas de aprender otros sistemas
- Focalizados en la satisfacción y fidelización del cliente
- Iniciativa y proactividad
- Buena predisposición para trabajar en Soporte Técnico
- Habilidades para una buena atención al Cliente: ser empático al escuchar y comprender las necesidades de los clientes
- Poder trabajar en equipo

*El periodo de vacaciones se fija de común acuerdo entre la empresa y el trabajador
RRQ23-004491-1-SPAIN


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