David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a German speaking Customer Service Representative for their Barcelona office.
Position: Customer Support Representative
Location: Barcelona, Spain
Employment type: Full-time
Work model: on-site
DUTIES AND RESPONSIBILITIES:Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently.Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA.Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications.Escalate any potential service issues to the senior team members, as needed.Adhere to all project processes and procedures.Ensure compliance with the contractual SLA.Provide coverage for other Agents in their absence, whether within the same team or across different teams.Collaborate with the team on specific projects, when requested.Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records.Participate in regular team meetings.Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction.REQUIREMENTS:Native / fluent in German, both verbal and written.Proficiency in English (minimum B2 level).A minimum of 1 year of customer service experience is required, preferably technical support.Advanced IT knowledge in signal path connectivity, wireless networking, music and audiovisual products.Strong aptitude for working in a customer service environment.Excellent customer care skills, with the ability to listen to and understand customer needs.Capable of taking ownership of calls and progressing them to resolution or escalating them when needed.OFFER:Excellent remuneration package based on experience, skills and performance.Working schedule: Monday to Friday, 09:00 AM - 06 PM.Be part of a dynamic and creative team with positive and friendly atmosphere.23 working days of paid annual leave.Guidance and tools to reach your full potential.
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