Position: Customer Support Representative

Location: Barcelona, Spain

Employment type: Full-time

Work model: on-site

DUTIES AND RESPONSIBILITIES:

• Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficiently
• Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
• Maintain up-to-date knowledge of services and products, particularly those tailored to individual customer applications
• Escalate any potential service issues to the senior team members, as needed.
• Adhere to all project processes and procedures
• Ensure compliance with the contractual SLA
• Provide coverage for other Agents in their absence, whether within the same team or across different teams
• Collaborate with the team on specific projects, when requested
• Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
• Participate in regular team meetings
• Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction

REQUIREMENTS:

• Native / fluent in Barcelona, both verbal and written. Proficiency in English (minimum B2 level)
• A minimum of 1 year of customer service experience is required
• experience in the automotive industry is a plus. Familiarity with or experience driving electric vehicles is preferred
• Competency in IT platforms, equipment, and applications, including Windows, MS Office, and internet configuration, is necessary
• Strong aptitude for working in a customer service environment
• Excellent customer care skills, with the ability to listen to and understand customer needs
• Capable of taking ownership of calls and progressing them to resolution or escalating them when needed

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Working schedule: Monday to Friday, 09:00 AM - 06 PM
• Be part of a dynamic and creative team with positive and friendly atmosphere
• 23 working days of paid annual leave
• Guidance and tools to reach your full potential.