Call Center Agent Spanish Market

• Handle incoming calls from customers, providing timely and accurate information.
• Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution.
• Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction.
• Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively.
• Stay updated on new product launches, changes in processes, and company updates.
• Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner.
• Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns.
• Accurately record call details, customer information, and resolutions in the CRM or call tracking system.
• Manage a high volume of calls while meeting quality standards, including first-call resolution and average handling time.
• Achieve individual and team KPIs, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and adherence to service level agreements (SLAs).
• Participate in team meetings, training sessions, and coaching to enhance skills and knowledge.

• Native in Spanish is required andfluentin English
• Previous experience in a call center, customer service, or related role is an advantage but not mandatory.You are proactive and you like to put forward new ideas.
• Familiarity with CRM software, call center tools, or ticketing systems is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work in a fast-paced environment.
• Patience, empathy, and a customer-focused attitude.

• High growth, multicultural and friendly environment
• Save expenses with Cobee and get your salary in advance with Payflow
• Healthy life with Gympass ♀ and Alan as private health insurance
• Language classes with Yolk Academy
• Syra discounts, Nora & Apeteat lunch
• Flexible schedules ⏰, pet Friendly and no dress code!

• We own it: We take responsibility for every project. We make decisions, not excuses.
• We learn and teach: We're dedicated to learning something new every day and, above all, share it.
• We partner: Every decision is a team decision. We trust each other.
• We grow fast: We act fast. We think that the worst mistake is not learning from them.

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