Customer Support Operations Specialist

1 semana atrás


Lisboa, Lisboa, Portugal Engineeringuk Tempo inteiro

We're seeking a highly skilled Customer Support Operations Specialist to join our team at Engineering UK. As a key member of our operations team, you'll play a critical role in delivering exceptional customer experiences and ensuring the highest levels of service quality.

Company Overview

Welcome to Engineering UK, where we empower people to create intelligent solutions that connect people, cities, businesses, and ideas. Our global teams are full of ambitious, driven individuals who come together to put the power of the digital universe in the hands of our customers.

About the Role

This is a challenging and rewarding role that requires strong communication and problem-solving skills. You'll work closely with our support teams to resolve customer incidents and requests, proactively working on customer experience to improve Net Promoter Score (NPS). Your excellent communication skills in Spanish and English will enable you to effectively manage customer relationships and handle escalations.

Key Responsibilities:
  • Triage customer support tickets and work closely with Colt support teams to resolve incidents and respond to requests.
  • Manage customer calls and handle incidents and requests within specified Service Level Agreements (SLAs).
  • 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.
Requirements:
  • Excellent communication skills (reading/writing/speaking) in Spanish and English.
  • Solid experience in managing customer relationships.
  • Ability to multi-task and prioritize workload.
  • Ability to adapt to continuously changing procedures and environment.
Benefits:
  • Flexible working hours and the option to work from home.
  • An extensive induction program with experienced mentors and buddies.
  • Opportunities for further development and educational opportunities.

Our estimated salary for this role is £45,000-£60,000 per year, depending on your level of experience and qualifications. We also offer a range of benefits, including flexible working hours, an employee assistance program, and opportunities for professional growth and development. If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you



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