Customer Service Representative managing client accounts in the Minerals sector across Southern Europe, providing support to Sales Managers and ensuring high customer service standards.
About the role
- Customer Service Executive delivering best in class service to Spanish market from Lisbon. Focused on strengthening B2B partnerships and ensuring partner satisfaction in a dynamic environment.
Responsibilities
- 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 centre 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
- Motivated by your own and 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
Benefits
- Fixed schedule
- Hybrid working model
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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