Customer Support Representative

hace 4 semanas

Madrid, Madrid, España Green Eagle Solutions A tiempo completo
About the Role

We are seeking a highly skilled Customer Care Specialist to join our team at Green Eagle Solutions. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, ensuring their queries are resolved efficiently and effectively.

As a Customer Care Specialist, you will be the primary point of contact for our customers, handling their inquiries, and resolving any issues they may have with our products and services. You will work closely with our internal teams to ensure that customer requests are met, and our customers receive the best possible experience.

Key Responsibilities
  • Provide timely and accurate responses to customer inquiries via phone, email, and other communication channels.
  • Escalate complex customer requests to the next level for resolution, ensuring that issues are resolved within the agreed-upon Service Level Agreement (SLA).
  • Identify customer needs and provide solutions to meet those needs, ensuring customer satisfaction and loyalty.
  • Analyze and report product malfunctions, providing valuable insights to our development team.
  • Update our internal teams on customer discussions, ensuring that we are always informed and up-to-date on customer feedback.
  • Inform customers about new features and functionalities, ensuring they are always aware of the latest developments.
  • Monitor server status to identify opportunities to improve performance and execute preventive maintenance tasks to ensure maximum performance and minimize incidents.
Requirements
  • Experience as a Customer Care Specialist or similar CS role.
  • Experience using help desk software and remote support tools, such as ticket management and tracking systems.
  • 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.
Desired Skills
  • Understanding of Microsoft products, including tools such as Microsoft Office, Outlook, Teams, SharePoint, and other related products.
  • Jira & Confluence for Knowledge Management.
  • Experience in the energy sector.

At Green Eagle Solutions, we offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity.

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