Customer Support

Hellios Information Limited; Madrid; Hybrid; EUR 25,000 - 35,000; Full time

Benefits offered by this job

Competitive annual leave entitlement

Blended working arrangements

Social events programme

Job summary

Hellios Information Limited is looking for a dedicated individual to join their customer service team in Madrid. In this role, you will provide first line support, validating customer data and ensuring a high-quality service experience.

Successful candidates will have previous experience in customer service, strong organizational skills, and the ability to operate various software applications, including Excel. The position offers a competitive salary and various benefits to support work-life balance.

Qualifications

• Experience in a customer service environment is essential.
• Demonstrable ability to improve processes.
• Proficient in managing data and analyzing information.

Responsibilities

• Provide first line support to customers regarding inquiries.
• Make over 40 outbound calls per day to discuss service benefits.
• Validate and log customer data accurately.

Skills

Customer service experience

Data management knowledge

Attention to detail

Strong organizational skills

Verbal and written communication skills in English, Spanish, and Portuguese

Education

Degree level education or equivalent

Tools

Excel (Intermediate level)

MS Office applications

Job description

To provide excellent customer service through first line support to our customers as well as validating and managing customer data.

Key responsibilities

Validations

• Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.
• Validate online questionnaires with close attention to detail and reference to standard processes and procedures.
• Accurately log and update customer records on the status of their questionnaires.
• Advising and processing fee payments for new and renewing customers.
• Proficient user of validation process within our business system.
• Identify ways in which processes and procedures can be streamlined and made more efficient.
• Active participation in team meetings to share and communicate information.
• Consistently meet or exceed personal targets.
• Escalate customer issues to the Country Lead.
• Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription.
• Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system.
• Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers.
• First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status.
• Handling objections with customers regarding payment of their subscription fee.
• Working consistently to ensure personal targets relating to call rates and outcomes are consistently met and exceeded.

Key requirements

Knowledge and experience

• Past experience in a customer service environment
• Working knowledge of data management and data analysis
• Demonstrable experience of process improvement
• Proven track record of working to deadlines and targets
• Customer contact through inbound and high volume of outbound calls
• Ability to adapt to the needs of a growing business

Qualifications and skills

• Education to degree level or equivalent (preferable)
• Highest accuracy and attention to detail
• Strong organisational skills
• Detailed working knowledge of Excel (preferably to Intermediate level)
• Good knowledge of other MS Office applications
• Articulate with a confident telephone manner
• Strong communicator with good interpersonal skills
• Commitment to provide excellent customer service at all times
• Flexible in approach
• Able to multi-task
• Good verbal and written communication skills in English, Spanish and Portugese with good use of business language

Salary and remuneration

This post will attract a competitive salary and our benefits include:

• Blended working
• Competitive Annual Leave entitlement + Public Holidays
• Refer a Friend scheme (applicable to some posts)
• Varied programme of social events

The Company

Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR.

Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 150 employees and establishing offices across the UK, The Netherlands, Spain, Hong Kong, Australia, the United States and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.

At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele. To delve deeper into Hellios' core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.

Previous customer service experience. Working knowledge of data management and analysis.