Customer quality agent (12 month contract)

PowerToFly; Palma; Presencial; EUR 24.000 - 32.000; Jornada completa

Descripción de la vacante

A leading customer service provider is looking for a Customer Quality Agent to join their team in Palma, Spain. This role involves handling customer complaints, delivering exceptional service, and maintaining documentation and reporting standards. Candidates should have excellent communication skills in English and Italian, and previous customer service experience is a plus. If you're a young graduate or someone willing to learn and grow professionally, this opportunity is for you. Join a supportive team that values diversity and collaboration.

Formación

• 2-3 years experience in a Customer service team or willingness to learn.
• Young graduates are welcome.
• Ability to communicate in English and Italian, French is a plus.

Responsabilidades

• Respond to customer queries via email or telephone.
• Manage administrative aspects of complaints.
• Escalate technical issues to the relevant teams.
• Develop and maintain relationships with customers.
• Decide outcomes of complaints based on factual analysis.
• Prepare reports on complex complaints.

Conocimientos

Excellent communication skills in English

Excellent communication skills in Italian

Problem solving skills

Critical thinking skills

Cultural empathy

Team-player

Customer-focused

Educación

University Degree (Bachelor in Management, Customer relations or International Trade)

Descripción del empleo

Job Description

For our Customer Care Center team we are hiring a fresh, experienced mind for this supporting role and within a high performing team as Customer Quality Agent during 12 months.

The main part of this role is to follow the Avery Dennison standard customer complaint process for a dedicated portfolio of customers. Together with your team you will handle our customer complaints in order to meet our customer response time as well as our cost/complaint target, while being the first contact point for our external and internal customers.

You will:

• Respond via email or telephone to the customers


• Manage the administrative part of the complaints using different tools


• Escalate appropriately technical issues to the technical team


• Develop and maintain positive relationships with both internal and external customers.


• Deciding on outcome of Complaints based on factual analysis


• Maintain appropriate documentation and reporting to enable and monitor corrective actions and measure key performance metrics.


• Prepare reports and provide information on complex complaints to management when needed using the available digital tools


• Participate in continuous process improvement projects

The position is based in Rodange, Luxembourg and reports to our Customer Care Coordinator.

Qualifications

Let's talk about you !

• Ideally, you have a University Degree (Bachelor in Management, Customer relations or International Trade). Please do not hesitate to apply even though you don't have that kind of academic background


• Ideally, you possess a previous experience of 2/3 years in a Customer service team or you have the right mindset to learn a new job !


• Young graduates are welcome !


• You must have excellent communication skills in English and Italian. French is nice to have


• You can offer good problem solving and critical thinking skills


• You possess a strong cultural empathy and you are a team-player


• You are customer-focused

Additional Information

Who we are! - Our Story:

Every voice. Every day!Eight Values. One Team!

Being open to every voice, every day, brings our value of diversity to life and makes Avery Dennison a vibrant and engaging place to be. We understand diversity and equal opportunities as enrichment for our future-oriented work. Across our diverse, global team, every voice makes us stronger. When we listen to and learn from each other, there is no limit to what we can achieve together. Each of us is unique, and we appreciate bringing together different personalities and talents.

At Avery Dennison, we do what we love, and we love what we do - Just click here, and get to know us better: Life @ Avery Dennison (linkedin.com/company/avery-dennison/life/emea)