Assist CRM Spain SL precisa incorporar a varios/as TELEOPERADORES/AS DE ATENCIÓN AL CLIENTE (TELEPHONE CUSTOMER CARE ADVISOR) con distintos perfiles de idiomas en Valencia (España).

Position details:

• Occupation: TELEPHONE CUSTOMER CARE ADVISOR - CONNECTED SERVICES
• Number of Vacancies: 30 French and 4 Polish
• Full Job Description: We are looking for professionals to provide telephone support to customers using connected vehicle services, ensuring a clear, empathetic and effective experience. The advisor identifies the customer"s needs, performs first-line troubleshooting, accurately records the case and, where necessary, ensures escalation and follow-up through to resolution.
• First-line troubleshooting, accurately records the case and, where necessary, ensures escalation and follow-up through to resolution.

Key responsibilities:

• Handle inbound calls and, where required by the process, make outbound calls to customers.
• Support customers with the activation and use of connected services, including accounts, login, vehicle-to-app pairing, digital features and available services.
• Carry out first-line troubleshooting by following procedures, scripts and the knowledge base, guiding the customer step by step.
• Gather all information required for diagnosis, including vehicle and device details, a description of the issue, error messages and checks already completed.
• Create, update and close cases in the CRM, documenting every customer contact, action and outcome fully and accurately.
• Escalate technical or complex cases to the back office or relevant teams, monitor their progress and keep the customer informed until closure.
• Handle complaints and critical situations with active listening, composure and a solution-focused approach, safeguarding customer satisfaction and the brand"s reputation.
• Comply with quality standards, service levels, operating procedures, confidentiality requirements and data protection rules.
• Work closely with the Team Leader and the Quality and Training teams, reporting recurring issues and contributing to the continuous improvement of the service.
• Collaborate with the dealer network and internal stakeholders.

Requirements:

• At least one year of experience in telephone customer care, a contact centre, a help desk or first-line technical support; experience in the automotive sector, at a dealership or in a back-office role would also be advantageous.
• Operational knowledge of Spanish would be an advantage; knowledge of another European language would be an additional asset.
• Familiarity with contact centre KPIs such as quality, First Contact Resolution (FCR), Customer Satisfaction (CSAT), handling times and SLA compliance.
• Previous experience in the automotive industry is a plus.
• Education and Qualifications: Upper secondary school diploma or equivalent qualification, preferably in a technical or technology-related field.
• Languages: French (native speaker level) or Polish (native speaker level) and English (B2 level).

Employment package:

• Salary: From 18.665,40euros - 23.000euros Gross per year
• Job Location: Valencia, Spain
• Type of Contract: Permanent Contract
• Full time. Hours per Week: 39h
• Training included in the hiring package, 1-week duration (technical training).
• The company offers advice and contacts with real estate firms regarding housing prices.

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