Digital Customer Support | Email, Ticket & Chat

Description

Job Summary: We are seeking a Customer Service Agent for the Spanish market, focused on delivering an excellent experience through digital channels, handling inquiries and resolving complex incidents. Key Highlights: 1. Customer service role focused on digital channels without telephone support 2. End-to-end Front & Backoffice management and resolution of complex incidents 3. Dynamic environment oriented toward continuous improvement We are looking for a Customer Service Agent to join our contact center at our headquarters in Plaza, **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. The role centers on managing inquiries via **email, chat, and support tickets**, with no telephone support, within a dynamic and continuously improving environment. * End-to-End Management (Front \& Backoffice): Not only interacting with customers (Front), but also ensuring internal processes (Backoffice) are completed correctly. * Resolution of Complex Incidents: Investigating root causes of daily issues, escalating when necessary, while maintaining case ownership until closure. * Channel Management: Prompt handling of emails and/or chats, maintaining company quality standards and tone in every interaction. * Process Localization: Identifying market-specific needs for the Italian market and proposing improvements to the Coordinator. **We offer:** Permanent contract Gross annual salary of €18,000 with a 7% annual bonus Working hours from Monday to Friday. Standard schedule from 7:00 a.m. to 3:00 p.m. (with flexible start time up to 9:30 a.m.), except for one weekly on-call shift from 12:00 p.m. to 8:00 p.m. One day of remote work per week after completing the training period and achieving autonomy Employee discount starting from the first month If everything so far fits your expectations, **what are we looking for?** * Customer- and detail-oriented individual * Prior experience in retail or customer service departments—either call center or contact center—is highly valued. * Minimum English proficiency level B2