Telephone Customer Service Advisor - Connected Services - English Market / Valencia, Spain

Assist Digital España; Valencia; On-site; EUR 25,000 - 32,000; Full time

Benefits offered by this job

Company events

Job summary

Assist Digital España is seeking a Telephone Customer Service Advisor for our Valencia offices to deliver English-language support for connected vehicle services. You will manage calls, assist with activations, and document issues in the CRM system.

We offer a permanent CDI contract with rotational shifts, on-site work from Valencia, and opportunities for growth through ongoing coaching and training. Strong emphasis on customer satisfaction and data accuracy.

Qualifications

• 1+ year of telephone customer service or helpdesk experience.
• Fluent or near-fluent English communication, both spoken and written.
• Strong listening and diagnostic skills to identify customer needs.
• Ability to collect and document information accurately in CRM systems.

Responsibilities

• Handle inbound and select outbound calls from the UK market.
• Assist customers with activation and use of connected services and apps.
• Perform first-level diagnostics and guide customers step-by-step.
• Capture necessary data and create/update CRM tickets accurately.
• Escalate complex issues to back-office or specialists with proper tracking.

Skills

Customer service

English proficiency

Active listening

CRM familiarity

Education

High School Diploma

Vocational Training (FP)

Job description

Telephone Customer Service Advisor - Connected Services - English Market / Valencia, Spain

To work at our Valencia offices

We are looking for a Telephone Customer Service Advisor - Connected Services - English Market to work in our Valencia offices.

Job Purpose

Deliver telephone assistance in English to customers using connected vehicle services, ensuring a clear, empathetic, and efficient customer experience. The representative will identify customer needs, perform initial incident diagnostics (first-level support), accurately record each ticket, and handle necessary escalations through to resolution.

Main Responsibilities

Call Handling: Manage inbound calls and, when required by procedures, make outbound calls to customers in the UK market.

Assistance & Support: Assist customers with the activation and use of connected services, including account management, access rights, pairing between the vehicle and the app, digital features, and available services.

Incident Resolution: Perform initial problem diagnostics (first-level support) adhering to procedures, scripts, and the knowledge base, guiding the customer step-by-step.

Data Collection: Gather all information required for diagnostics, including vehicle and device data, issue descriptions, error messages, and troubleshooting steps already performed.

CRM Management: Create, update, and close tickets within the CRM platform, thoroughly and accurately documenting every interaction, action taken, and outcome.

Ticket Escalation: Escalate technical or complex cases to back-office or specialist teams, tracking their progress and keeping the customer informed until resolution.

Complaint Handling: Manage complaints and critical situations with active listening, calmness, and a solution‑oriented approach to safeguard customer satisfaction and brand image.

Compliance & Standards: Adhere to quality standards, Service Level Agreements (SLAs), operational procedures, and data protection and confidentiality requirements.

Continuous Improvement: Collaborate with Team Leaders, Quality, and Training teams by escalating recurring issues and contributing to ongoing service improvement.

Coordination: Liaise with the dealership network and internal stakeholders.

Language Skills: Native or C1-level proficiency in English, with excellent oral communication skills and strong written precision. Spanish is a plus.

Location & Work Modality: On‑site position working from our Valencia office (Spain).

Education: High School Diploma, Vocational Training (FP), or equivalent qualification, preferably in a technical/technological field.

Technical Skills: Ability to assist customers in resolving technical issues related to mobile applications, connectivity, and digital features.

Interpersonal Skills: Strong customer focus, active listening, and the ability to explain technical concepts in simple terms.

Digital Literacy: Strong proficiency with digital tools and the ability to multitask across CRM platforms, ticketing systems, and web applications.

Work Ethic: Ability to follow operational procedures, prioritize tasks, and maintain accuracy under pressure.

Availability: Willingness to work shift schedules according to service needs.

Preferred Qualifications

Minimum of 1 year of experience in telephone customer service, contact centers, helpdesk, or first-level technical support, or previous experience within the automotive sector (dealerships or back-office).

Familiarity with standard contact center KPIs (Quality, First Contact Resolution, CSAT, Average Handling Time, and SLA compliance).

Empathy and customer orientation.

Problem‑solving skills and a structured approach to diagnostics.

Clear, professional, and reassuring phone manner.

Precision and attention to detail in data collection and record‑keeping.

Self‑control, resilience, and de‑escalation skills.

Team spirit, adaptability, and a commitment to continuous learning.

Training & Development

An initial training program will be provided covering connected services, internal tools, procedures, and customer relationship management. This will be followed by ongoing coaching and regular updates in collaboration with Team Leaders and the Quality and Training teams.

What We Offer

Contract Type: Permanent contract (CDI).

Remuneration: Competitive annual salary.

Working Hours: Rotational shift schedule from Monday to Saturday, between 08:00 and 18:00.

Benefits: Participation in company events.

Work Environment: Opportunity to work in a vibrant, multicultural, and international setting based in Valencia.

Our selection process is open to all qualified candidates, adhering strictly to equal opportunity and non‑discrimination principles.

HOURS: Monday to Saturday, 08:00 to 18:00