Customer Service Agent

Description

**Experience a career that redefines the rules of the game** Are you ready to take your next big step? We are the global leader in technology and services that empower tomorrow's brands. We help well-known brands — the ones you use every day — improve their businesses with integrated technology and solutions across more than 70 countries. If you’re looking to grow, as a **Customer Service Agent**, you’ll join our innovative team driving the brands of the future. **Professional growth and personal development** This is a great opportunity to experience the power of the future while building lifelong friendships. We’ll provide you with comprehensive training, cutting-edge technologies, and continuous support to help you succeed. **What you’ll do in this role** In everything we do, we believe in doing what’s right for and with people: our customers, their customers, our people, our community, and our planet. As a **Customer Service Agent** on our team, you will: * Serve customers by applying established talking points and guidelines * Interact with customers and users across multiple channels (phone, email, chat, contact forms, etc.) for various business units’ portals, aligned with defined service quality objectives and standards * Escalate unresolved incidents from customer service to responsible teams and track them to ensure prompt resolution * Respond to customer questions and/or resolve issues quickly, meeting established and supervisor-agreed KPIs * Stay knowledgeable and up-to-date on our products, services, and customer/user policies to always provide accurate answers to customer inquiries * Process orders, forms, and/or requests as required for your role * Participate in outbound calling campaigns aimed at selling or introducing tools and services * Record all interactions, transactions, comments, or complaints from each customer in designated IT systems * Update customer information in the customer service database during and after each managed call or email * Communicate and coordinate with colleagues and your supervisor to perform your role more effectively * Provide *feedback* to your supervisor regarding the ease or efficiency of *customer service* processes to contribute to their ongoing review and improvement * Ensure customer satisfaction (CSAT) * Positively impact company results by resolving issues **Requirements** * Native or fluent command of Spanish and Catalan; English is an asset * Problem-solving ability and effectiveness in responding to unexpected situations * Organizational and structural capability * Strong communication skills at all levels, both internally and externally * Sensitivity to service requirements and customer needs * Customer- and results-oriented mindset * Ability to work with various IT systems * Maintain a positive, empathetic, and professional attitude toward customers and others at all times * Prior experience with switchboards, CRMs such as Dynamics 365, ERPs like Navision, or other common customer service tools will be valued **What we offer** For this position, we offer: * Indefinite 39-hour contract with rotating schedule Monday through Sunday between 2:00 PM and 10:00 PM * Office in an excellent location in Barcelona, with hybrid work option available after two months * Salary: €18,710.98 gross per year + up to €1,200 gross annual bonus * Referral bonus * Comprehensive, paid training on the company and the project you’ll be working on * Professional development program and specialized courses **Experience your best self** At **Concentrix**, we invest in those who redefine the rules of the game because we know that when our people thrive, our clients and their customers thrive too. If all this sounds like the perfect next step in your professional journey, we want to hear from you. Apply today and discover why over 440,000 game-changers worldwide consider Concentrix their "employer of choice". *We offer equal employment opportunities* *We are committed to providing equal employment opportunities to all candidates and maintaining a workplace free from discrimination and harassment. All our hiring practices are based solely on business needs, job requirements, and individual qualifications — regardless of gender identity, age, religion, ethnic origin, family or parental status, or any other classification protected under applicable national legislation.*