Customer Support/Service (with Catalan)

Description

We are looking to hire a Customer Support/Service representative to join our department in **Madrid**. The selected candidate will be responsible for daily operational management and technical support to our nationwide customer portfolio, as well as providing exclusive, direct support to one of our major accounts located in Catalonia. **Main Responsibilities** * **Customer Support and Service:** Direct (telephone and written) support to our general customer portfolio in Spanish, and comprehensive support in Catalan to our major account in Catalonia. * **Operational Management:** Execution of Technical Office tasks, including processing activations, deactivations, number portabilities, changes of account holder, and basic Cloud PBX configurations. * **Operational Technical Support:** Resolution of first-level incidents and tracking the status of all customer requests. * **Registration and Monitoring:** Daily use of internal tools and basic/user-level Excel for tracking and recording activities. * **Migrations and Onboarding:** Occasional operational support for small-scale migrations or new customer onboarding, as needed. * **Incident Escalation:** Identification of complex issues and timely escalation to the relevant area manager. **Requirements** **Mandatory:** * Proven experience in the telecommunications sector. * **Native or Advanced Catalan (C1/C2\) and Native Spanish:** Excellent spoken and written proficiency in both languages to ensure smooth, tailored customer service. * **Personal Competencies:** Organizational skills, attention to detail, proactivity, and problem-solving ability when working under pressure. * **Customer Orientation and Communication:** Clear communication skills, empathy, and a highly professional demeanor. * **Learning Ability:** Strong motivation to learn, from scratch, the technical procedures and industry-specific tools. **Desirable:** * Basic prior knowledge of the telecommunications sector (mobile line management, fiber optics, Cloud PBX systems, number portabilities). * User/basic-level Excel proficiency (filters, simple tables). **We Offer:** * Joining a stable, growing company with a strong commitment to its people. * Permanent contract. * On-site work during the training period (up to 6 months), followed by a **Hybrid Work Model (Remote \+ On-site)**. * Flexible salary range based on experience. * Meal vouchers. * Flexible compensation: Health insurance, transportation allowance, childcare vouchers, and discounts on devices and plans. * Positive work environment and collaborative culture.