Job description:

Be the first point of contact for Customers within the agreed processes and ways of working
Resolve Customer requests received via all mediums (phone, email, fax) according to agreed service levels and service standards, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
Work with the new digital live chat channels for inbound Customer queries both through the website and the mobile application
Handle transaction queries, self-serve queries and general loyalty related inquiries
Record and follow up all customer contacts in customer facing systems
Process Customer loyalty registration and personal data management, channel preference modification
Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system
Liaising between customers and supply chain departments in coordination of delivery process
Proactively communicating to customers order and delivery status and any changes in the confirmed and promised delivery dates, agreeing changes or cancelling the sales order
Supporting in the resolution of delivery queries
Support social media platforms responding to Customers’ queries taken through these channels with an appropriate tone and within the limited characters

Requirements:

Spanish Language Proficiency- C1/C2
English Language Proficiency – B2
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office, SAP knowledge would be an asset
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
Able to problem-solve independently, dealing with a range of uncommon queries
Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
Able to demonstrate a continuous improvement mind-set
Demonstrate excellent communication and relationship building skills
Ability to cooperate efficiently in a team
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Number of Vacancies: 4

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects