Customer Service Operations Specialist

hace 1 semana

Madrid Centro, Madrid, España Eurofirms Group SLU A tiempo completo
Customer Service L2 Operations Specialist

At Eurofirms Group SLU, we are seeking a highly skilled Customer Service L2 Operations Specialist to join our dynamic team. As a key player in our business, you will be responsible for ensuring our customers receive the best possible experience.

The ideal candidate will have excellent communication skills and be able to handle all kinds of escalation tickets in a timely manner, providing final solutions to Call Center agents.

Key Responsibilities:
  1. Escalation Ticket Resolution: Handle escalation tickets in a timely manner, providing final solutions to Call Center agents.
  2. Interdepartmental Collaboration: Communicate with different departments to resolve all kinds of customer issues.
  3. Customer Follow-up: Diligently follow up with customers, especially when a complex issue cannot be resolved quickly, and provide updates throughout the resolution process.
  4. Customer Needs Assessment: Monitor ongoing customer interactions with the product, ensuring customer needs are being met and all services are aligned.

To be successful in this role, you will need to be familiar with working in a multi-cultural environment and have excellent communication skills.

Requirements:
  1. Customer Service Experience: Customer Service working experience is preferred.
  2. Technical Skills: Familiarity with Salesforce, Innso, etc., and customer service tools in general is preferred.
  3. Office Software Proficiency: Proficiency in office software applications, Word and Excel.

Proficiency in English is required, and proficiency in another relevant language (French, German, Polish, Spanish, Turkish, or Italian) is preferred.

A Bachelor's Degree or above is required for this position.

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