Customer Service Agent

Description

Job Summary: We are seeking a Customer Service Agent with knowledge of the local market to acquire and retain customers by offering internet and telephony services. Key Responsibilities: 1. Customer acquisition and retention in the telecommunications sector. 2. Handling complaints and suggestions for continuous improvement. 3. Coordination of technical assistance and after-sales support. Grupo Excom is a national-level local telecommunications operator providing telecom services and solutions. We are currently looking for a professional with local market expertise to work as a Customer Service Agent. **Main Responsibilities:** * Acquire new customers and retain existing ones. * Make outbound calls to offer our internet and telephony services. * Analyze customer complaints and suggestions. * Review and manage daily leads generated through various acquisition channels. * Monitor the sales process until the first invoice is issued. * Process and classify customer requests to Technical Support and Administration departments. * Check voicemail and return calls to customers. * Schedule field technicians' appointments and coordinate with customers to assign installation or technical assistance appointments. * Provide Level 0 technical support or Level 1 administrative support for after-sales services. **We Offer:** * Fixed annual gross salary of €17,500 + voluntary on-call shifts (€115/day) + commissions * Working hours: Monthly rotating shifts — morning (09:00–18:00) and afternoon (11:00–20:00) * Work schedule from Saturday to Wednesday: Remote work on Saturday and Sunday; office-based (Alcobendas) on Monday, Tuesday, and Wednesday * Language bonus **Requirements:** * Minimum 1 year of experience in call centers and telesales * Minimum 1 year of experience in upselling and cold calling * English proficiency at B2 level or higher.