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Job Description

Experience the power of a game-changing career   

Want to be part of an innovative and growing team? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

If you’re looking to grow and be inspired, as a Working Team Leader in Barcelona (on-site), you will be part of our team of game-changers. This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.   

The opportunity

We are hiring a Working Team Leader agent for our EU market to our international Customer Experience team based in Barcelona!

Your impact

Reporting to the Manager of Customer Experience EU, you will ensure a top-quality service to our customers in Europe and contribute to the company’s success.

• Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.

• Manage customers' communications and reply to the requests by email and chat.

• Provide accurate, valid and complete information by using the right methods/tools, as well as communication procedures, guidelines and policies.

• Take care of customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution.

• Build sustainable relationships and trust with customers through empathy and open and interactive communication.

• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, take care of the databases.

• Monitor and report on customer service performance, and any recurring issues that require attention so we can continue to provide exceptional customer service.

• Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime.

• Ensure contractual SLA is maintained

• Provide cover for other Agents in their absence, either within the same team or across teams

• Proactively identify issues before arising

• Achieve personal/ team targets.

• Support Advisors by solving queries

• Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).

• Take the extra mile to engage customers!

Staff Management

•  Monitor and report team performance

•  Give newly hired agents feedback on their individual performance to improve and motivate their daily work

•  Keep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skills

•  Motivate as a team leader controlling turnover and retaining potential and motivated team members

•  Manage all disciplinary issues effectively (with oral warning and requesting HR with written ones)

•  Make sure processes and procedures are up to date

•  Offer support in critical problems (escalations, emergencies, agents, and customers complaints).

•  Perform other tasks/duties as assigned by management depending on service needs

•  Propose changes in bonuses / reporting to management

•  Back-up Program managers fulfilling corresponding tasks during vacation or absence periods

Reporting

Report productivity metrics to the team and management 

Your qualifications  

• High level of English and Spanish.

• Previous experience in customer service, team leader.

• A true team player who loves working towards both team and individual goals.

• A strong communicator both written and verbal with great interpersonal skill.

• You are detail-oriented and you genuinely care about offering a top quality service.

• You are able to be flexible, resourceful and to multi-task while establishing priorities and providing solutions.

• You have a positive attitude, you are proactive and dynamic.

• Previous experience with Zendesk would be a plus.

What’s in it for you 

- You will join us on a stable, full-time 39-hour weekly contract.

- Working hours: Monday-Sunday, 9:00 - 20:00 (rotative of days and hours: weekdays from 11:00 to 20:00, weekends from 9:00 to 18:00)

- Salary 22.395 euros gross/year + up to 2.400 euros gross/year in bonus 

- Great office location in Barcelona – on-site work model

- Friends hunting (referral) bonus 

- Full paid training about the company and the project you will be working on 

- Career development program and specialized courses 

Experience the best version of you!   

At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive.   

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”   

Concentrix is an equal opportunity employer.

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws. 

R1761611

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