Customer Support Specialist

hace 1 semana

Laza, Orense, España Cpm International A tiempo completo

Company Overview

At CPM International, we're on a mission to revolutionize global transportation. Our cutting-edge technology transforms daily commutes and makes a significant impact on reducing humanity's environmental footprint. We're committed to creating a more sustainable and efficient future for transportation worldwide.

About the Role

We're seeking enthusiastic Customer Support Agents fluent in English to join our dynamic team. As a key member of our mobility solutions team, you'll experience the dynamics of the industry first-hand. You'll learn operations, technology management, and on-demand mobility processes, enabling you to provide on-demand support to customers in the USA and contribute to Via's and team's goals.

Key Responsibilities

  • Offer first-line support through phone, email, and digital channels as needed, aiming for 'first contact resolution' to handle customer queries quickly and effectively.
  • Evaluate issues that require further attention and escalate them until they're fully resolved, following the company's and client's guidelines.
  • Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
  • Foster positive interactions in all communications, ensuring customers feel understood and supported.
  • Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
  • Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
  • Adhere to all applicable policies and regulations, including client policies, EU legal frameworks, and local government regulations.
  • Contribute feedback and insights on areas that may lead to a poor customer experience.
  • Reflect the values of the client and CPM, ensuring these are reflected in your daily work.

Requirements

  • Fluent English: A high and fluent level of English, both written and spoken.
  • Experience: A solid background in the customer service area.
  • Customer-First Mindset: A love for helping people and solving problems, whether over the phone or by email.
  • Tech-Savvy: Comfort with MS Office and ability to pick up new tools quickly.
  • Organised & Motivated: Ability to stay organised and deliver quality service even when things get busy.

Benefits

We offer a competitive salary package, including:

  • A starting salary of 21,000€ gross per year.
  • A 10% monthly performance bonus.
  • 24 holiday days per year on a full-time basis.
  • A hybrid working model.
  • A fully paid training program that optimally prepares you for your job.
  • An Employee Assistance Program, providing free, confidential, and impartial guidance and support.
  • The option to sign-up for discounted private health insurance.
  • A Referral Program, offering a referral bonus.
  • Access to specialised LinkedIn training courses.
  • Inclusion in the Employee Benefits Club, offering exclusive perks and rewards.
  • Ongoing training and development opportunities.

About Us

At CPM International, we believe in fostering a culture of care, curiosity, and achieving together. This isn't just a slogan – it's reflected in the incredible opportunities we offer, how we do our work, and the way we interact among each other, with customers, and clients. We celebrate diversity in all forms, including gender, race, religion, disabilities, and sexual orientation, and we're committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

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