Digital Customer Support | Email, Ticket & Chat

Description

We are looking for a customer service agent to join our contact center at the Plaza headquarters in **Zaragoza.** **What will you be responsible for?** You will join our Customer Support team serving the Spanish market, focusing on delivering an excellent customer experience through digital channels. This role centers on managing inquiries via **email, chat, and support tickets**, with no telephone support, in a dynamic environment oriented toward continuous improvement. * End-to-End Management (Front \& Backoffice): Not only assisting customers (Front), but also ensuring internal processes (Backoffice) are completed correctly. * Resolution of Complex Incidents: Investigating root causes of daily issues identified, escalating when necessary, while always retaining ownership of each case until closure. * Channel Management: Prompt handling of calls, emails, and/or chats, maintaining company quality standards and tone in every interaction. * Process Localization: Identifying specific needs of the Italian market and proposing improvements to the Coordinator. **We offer:** Permanent contract Gross annual salary of 18\.000 euros with a 7% annual bonus Working hours from Monday to Friday. Standard schedule from 7\.00h to 15\.00h (with flexible start time up to 9\.30h), except for one weekly on-call shift from 12\.00h to 20\.00h 1 remote work day per week once the training period is completed and autonomy has been achieved Employee discount starting from the first month If everything so far fits your expectations, **what are we looking for?** * Customer-oriented and detail-focused individual * Prior experience in retail or customer service departments—either call centers or contact centers—is highly valued. * Minimum English level: B2