Hybrid Spanish Customer Service Representative WFH Spanish Customer Service Representative WFH

Spanish Customer Service Advisor (Seasonal Contract) Work from Home.This is a seasonal contract (WFH) - October 2024 TO March 2025 (Potential to extend the contract depending on the campaigns performance)KEY ACCOUNTABILITIES:Brand ambassador for the clientEnsure customer service is provided at a high standardEnsure that all customers can communicate with ease by acting quickly and consistentlyDisplay your passion for service by always putting customers firstMake sure the customer is at the heart of every conversationAchieve all personal KPIsTake ownership and responsibility for personal development, learning and performance levelsWillingly undertake all necessary training provided by the Training Manager or clientThe teams goal is to meet, deliver and where possible, exceed our clients expectations and Service Level Agreements (SLAs).MAIN ACTIVITIES:Be the first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scriptingProactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logisticsProvide outstanding customer service across telephone, social media, webchat and emailUpdate and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issueKeep managers and team members updated with sensitive or potential Brand impacting issuesJOB DESCRIPTIONFollow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfactionHighlight any broken processes that can affect the customer experience or operation and make suggestions for improvementEscalate any sensitive customer issues through the agreed channelsTo ensure that all information captured is recorded clearly and concisely without spelling errorsTo consistently deliver optimum levels of quality and service at all timesTo actively create trust with the customer demonstrating an open and honest approachTo use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the clientJOB DESCRIPTIONKEY SKILLS:EssentialA desire and genuine passion for delivering excellent customer service ensuring an empathetic approachOutstanding social service etiquette, with the ability to be versatile in your approach to adapt your style for each customerExcellent interpersonal skills; able to communicate with customers and colleagues at all levelsAbility to work in a fast-paced environment with tight deadlinesAble to multitask and manage own workload and prioritise tasks to achieve deadlinesAble to remain calm under pressureStrong written and verbal communication skillsExperience of working in a customer-facing environmentWorks well within a teamConfident IT skillsFlexibility, professionalism, drive and willingness to learnHas the right to work legally in the UKHave a real enthusiasm about joining our client's family and developing your career with themDesirableExperience of working in a contact centre environmentAn understanding of high-end fashion brandsAn interest in fashionWorking hours: 10am-7pm/11am -8pmSalary: Market Related depending on experience and skill setShould you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202608 subject heading or email body.Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email [email protected]