Customer Support Excutive

Zinantis; Comunidad Valenciana; Híbrido; EUR 10.000 - 30.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Ejecutivo de Atención al Cliente para ofrecer un servicio excepcional. En este papel, serás el primer punto de contacto para clientes y proveedores, asegurando una experiencia de servicio fluida y resolviendo consultas de manera eficiente. Trabajarás en un entorno híbrido, colaborando con diferentes equipos y utilizando herramientas tecnológicas para mejorar la satisfacción del cliente. Si te apasiona ayudar a los demás y tienes habilidades de comunicación excepcionales, esta es la oportunidad perfecta para ti.

Formación

• Experiencia demostrada en atención al cliente y resolución de quejas.
• Conocimiento de sistemas operativos y herramientas tecnológicas.

Responsabilidades

• Actuar como punto de contacto principal para consultas de clientes y proveedores.
• Gestionar y apoyar el sistema de tickets, asegurando precisión en los datos.

Conocimientos

Escucha activa

Comunicación efectiva

Resolución de problemas

Organización

Eficiencia

Conocimiento de productos tecnológicos

Adaptabilidad

Colaboración interna

Herramientas

Freshdesk

Sistemas CRM

Descripción del empleo

Full-time role reporting to Senior Customer Service Strategic Manager.

As a Customer Support Executive, you will act as the main point of contact for our customers and suppliers' support. Your key responsibility will be to ensure a seamless service experience by resolving queries efficiently and adhering to our internal service level agreements (SLAs). Your role also involves supporting operational systems and collaborating with various teams to address service and payment impacts. You will work independently and as a part of a team in a hybrid environment.

Key Responsibilities

Customer and Supplier Management

• Serve as the first point of contact for customer booking queries, handling them efficiently through our ticketing system while respecting SLAs.
• Escalate significant issues to management when necessary.
• Identify and prioritize emergency situations for prompt resolution.

Ticket Processing

• Manage and support our ticketing system, ensuring accuracy in data and timely reports to the management team.
• Monitor system performance and maintain efficiency in line with key performance indicators (KPIs).

Customer Support

• Resolve customer complaints and answer inquiries via phone and email (tickets).
• Track and address technical issues in the incident tracking system.
• Ensure consistent follow-ups until final resolution.
• Maintain effective communication and coordinate between different departments of the company, customers, and suppliers to improve satisfaction.
• Facilitate collective feedback across teams to drive improvements.

Required Skills

• Strong active listening and effective communication skills.
• Proven ability to work under pressure.
• Problem-solving capacity, organization, and efficiency.
• Familiarity with ticket management platforms such as Freshdesk is a plus.
• Internal collaboration across teams.
• Adaptability to work on different platforms.
• Tech product knowledge.
• Proactive mindset to anticipate customer needs.

Languages & Communication

• English: Full professional working proficiency.
• Spanish: Full professional working proficiency.
• An additional language is considered a plus.
• Excellent verbal and written communication abilities.
• Positive, decisive, and proactive person.
• Persuasive, calm, and detailed person.
• Fast learner.
• Teamwork.

Experience Required

• Demonstrated customer support experience.
• Familiarity with operational systems and tech tools.
• Experience in the travel industry is advantageous but not mandatory.
• Knowledge of CRM systems is highly valued.

Day Shift: 30 am to 7:30 pm. Adaptability to rotating schedules.

Customer Support • Madrid, Community of Madrid, Spain