Customer Service Executive - Spanish Market Job at Smartbox Group (Carcavelos)

Job Description

Work in Lisbon for the Spanish market in a dynamic company with fixed schedule and a hybrid working model! This is an exciting opportunity for a customer & relationship focused individual, with great attitude and work ethic. At Smartbox, we’re on a mission to unbox our world and unbox the potential of our People. With nearly 15,000 different products across leisure themes — Stays, Wellness, Adventure, Gastronomy — we allow people to enrich their lives with moments of sharing, emotions, and unforgettable memories. Our operations department is a multicultural and fast paced environment so if this sounds like your kind of workplace, you might be the perfect fit. You will be the face of Smartbox towards our customers & partners, delivering best in class service via phone, email, chat and social media. As a customer service agent you will also be focused on strengthening our B2B partnerships base by supporting them in the their daily business with Smartbox including partner onboarding, support of the use of process and tools and generally ensuring that partners are in a position to work easily and efficiently with Smartbox.

Job Responsibility

Support the customer and work on upsell during exchange and order process
Effectively manage incoming contacts from customers & partners by any channel: phone, e-mail, chat, social media
Provide a professional service to support customer & partners to be more self-efficient
Record specific details of customer & partner contacts & ensure actions taken on each and every case
Research answers or solutions as needed within our policies & help to identify improvement areas
Effective complaint handling to meet instant satisfaction
Ensure Partners are aware of the latest Smartbox innovations as a means to driving partner engagement and satisfaction
Keep the schedule adherence to a tee to support the colleagues and customers to your best ability
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies and process
Work effectively with the team to deliver and exceed KPI’s for quality and quantity & to support brand development

Requirements

Good communication skills – verbal and written - in English
Fluent communication skills – verbal and written - in Spanish
Recent Customer Service experience (in a contact center environment preferably) or B2B support experience
Strong organizational, time management and problem solving skills
Detail orientated
Customer, partner and solution oriented with a professional approach
Enthusiastic, logical, proactive, curious, flexible and positive attitude
Ability to exercise independent judgment on situations
Ability to understanding complex information and processes
Ability to work in a fast paced environment
Ability to handle calls, emails, social media or webchats and take notes at the same time
Team player with ability to build and maintain relationships both internal & external

Nice to have

Motivated by your own and also team performance in a very number driven environment
Strong problem solving skills
Fast/Good typing skills
Experience in Salesforce use or other similar CRM software
Being able to multitask and navigate through several systems at the same time

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Customer Service Executive - Spanish Market

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