Customer Support Agent - Spanish speaker with English

Cainiao Group; Madrid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading logistics and e-commerce company in Madrid is seeking a dedicated professional for customer service management. The ideal candidate will manage agent training, resolve complex customer issues, and control service costs. Fluency in both English and Spanish, along with experience in logistics or e-commerce customer service, is required. The role aims to ensure high customer satisfaction through effective solutions and process optimizations.

Formación

• Fluency in English and Spanish is essential for effective communication.
• Experience in logistics or global e-commerce customer service is required.
• Ability to design service procedures and control quality management.

Responsabilidades

• Manage customer service operations and agent training.
• Resolve high-risk customer issues efficiently.
• Control customer service costs through optimization.

Conocimientos

Fluency in English

Fluency in Spanish

Customer service experience

Problem-solving

Experience in logistics or e-commerce

Descripción del empleo

Responsibilities

• Be responsible for customer service management, such as agent management, training, service supplier relationship maintenance, etc. Design overall service solutions, including but not limited to service flows, service tools and system functions for customer services to ensure customer's problem are solved timely with high quality


• Deal with high-risk customer issues, including compliant from social media, government complaint etc. Design solution to timely resolve consumer's problem and reduce service risk.


• Take responsibility for controlling customer service costs, including workforce and telecoms costs, ensuring that customer service costs are rationalized and progressively reduced through lean management, automation applications and service process optimisation.


• Be responsible for customer service satisfaction, improving CSAT through agent training, service process design and SOP optimisation.


• Analyse and monitor customer experience data, diagnose VOC and data to identify business problems and scenarios, and also determine potential customer needs from the customer's perspective. And collaborating with relevant departments for customer experience improving


• Be knowledgeable about the BPO and HRO industries and familiarise with call center operation and management.

Qualifications

• Be fluent in English and Spanish


• Have some experience in logistics or global e-commerce customer service.


• Familiarity with the principles of service procedure design is required, as well as the ability to combine channel and service undertaking resources, evaluate service risks and deploy solutions to issues encountered by customers.


• Have basic knowledge of quality management and the ability to control and optimise procedures.