Customer Service Agent at V - HEAL GmbH providing support in the banking sector. Engaging with customers via multiple channels and contributing to solutions.
About the role
- Customer Support Agent providing first-line support for the German Market. Working in a hybrid model from Barcelona with responsibilities in customer service and operations support.
Responsibilities
- Provide first-line support via phone, email and digital channels to ensure smooth operations.
- Strive for first-contact resolution to address customer inquiries quickly and effectively.
- Escalate issues appropriately and follow through until fully resolved, in line with company and client procedures.
- Maintain accurate customer records, documenting reasons for contact, resolutions provided, and any other relevant information to support service quality.
- Maintain positive, empathetic communication to ensure customers feel understood and supported.
- Deliver efficient and productive support to meet agreed Service Level Agreements (SLAs) and contact centre KPIs.
- Participate in internal and external training and briefings to develop required expertise and understand client and contact centre expectations.
- Comply with all applicable policies and regulations, including client-specific policies, EU legal frameworks and local government requirements.
- Provide feedback and insights on issues that could lead to a poor customer experience.
- Embody the values of the client and CPM, reflecting these in daily work.
Requirements
- German language: Fluent in spoken and written German.
- English communication: Comfortable communicating in English within an international team.
- Customer-first mindset: Passionate about helping customers and resolving issues via phone, email and digital channels.
- Tech-savvy: Proficient with MS Office and able to learn new tools quickly.
- Organised and motivated: Able to stay organised and maintain service quality in a fast-paced environment.
- Eligibility: Eligible to work in Spain.
Benefits
- Fully paid training to prepare you for the role — 4 days (office-based).
- 24 days of annual leave per year for full-time employees.
- Work model: Hybrid.
- Employee Assistance Program: Free, confidential and impartial guidance and support.
- Option to enroll in discounted private health insurance.
- Referral program: Refer a friend and receive a referral bonus.
- Access to specialised LinkedIn training courses.
- Employee benefits club offering a wide range of exclusive perks and rewards.
- Best-in-class people engagement activities and programmes.
- Ongoing training and development with opportunities to build a new and exciting career in a high-growth environment.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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