David Kennedy Recruitment is working with a leading Outsourcing/BPO company that is looking to recruit a German speaking Customer Service Representative for their Barcelona office.Position: Customer Support RepresentativeLocation: Barcelona, SpainEmployment type: Full-timeWork model: RemoteDUTIES 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 German, both verbal and written. Proficiency in English (minimum B2 level)
A minimum of 1 year of customer service experience is required, preferably technical support
Advanced IT knowledge in signal path connectivity, wireless networking, music and audiovisual products
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
