Global Customer Support Expert with Spanish

4 semanas atrás


Lisboa, Lisboa, Portugal Colt Technology Services Group Ltd. Tempo inteiro

As a Global Customer Support Expert with Spanish at Colt Technology Services Group Ltd., you will be responsible for delivering exceptional customer experiences while working with customers in the Spanish language. Our global team of experts empowers people to thrive and work on projects that connect people, cities, businesses, and ideas.

About Colt

Colt is a company that puts the power of the digital universe in the hands of its customers. We want you to help us change the world for the better by inspiring and leading teams and working on projects that make a real impact.

Job Description

This role involves managing the end-to-end process for the resolution and communication of customer support tickets in Spanish and English. You will handle customer calls, manage incidents and requests within specified SLA's (24/7 operations), and proactively work on customer experience to improve Net Promoter Scores (NPS). You will also respond to customer emails and telephone calls in a foreign language, following set processes and documenting incident details in required templates.

Key Responsibilities:
  • Seamlessly manage the end-to-end process for the resolution and communication of customer support tickets in Spanish and English.
  • Handle customer calls and manage incidents and requests within specified SLA's (24/7 operations).
  • Proactively work on customer experience to improve NPS.
  • Respond to customer emails and telephone calls in a foreign language, following set processes and documenting incident details in required templates.
  • Provide regular communication with customers and vendors on the progress of customer tickets.
  • Proactively follow up on negative triggers to improve NPS.
  • Allocate unresolved incidents to appropriate support groups, manage customer escalations.
Requirements

To succeed in this role, you will need:

  • Excellent communication skills (reading/writing/speaking) in Spanish and English.
  • Solid experience in managing customer relationships.
  • Ability to multitask and prioritize workload.
  • Ability to adapt to continuously changing procedures and environment.
  • Team player with strong interpersonal skills.
  • Working knowledge of Intranet and Internet applications beneficial.
  • Good knowledge of MS Office products (Excel, Word, Outlook).
  • A flexible and proactive approach.
Salary and Benefits

The estimated salary for this position is approximately $65,000 - $85,000 per annum, depending on your level of experience and qualifications. As a valued member of our team, you will also receive a range of benefits, including flexible working hours, opportunities for further development and educational opportunities, and a global network of like-minded professionals.



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