Customer Service Senior Executive(s)
Reports to Customer Service Manager – Permanent role
Location: Palma or Madrid, Spain
You will be reporting to the Customer Service Manager of the company. In this role, you will be in direct relationship with our customers and suppliers through phone or email making sure our SLA is respected.
Customers & Suppliers Management
Be the first point of contact with customers for any request received in the department and process them in our ticketing service system respecting our internal Service Level Agreement. Escalate major issues to management. Identify emergency situations and process them as soon as possible. Unblock situations using common sense and follow processes as identified in our central information system.
Manage and support our ticketing system in order to provide the right data information to the management team. Make sure that the system is operating efficiently and through our major KPIs.
Create operational efficiencies
Identify key blockers of better operational service and apply possible penalties for offenders. Implement new solutions to facilitate the team´s daily tasks but also in a constant effort to minimize manual work and resource deployment.
Coordinate with other departments
Knowledgeable on other departments processes. Coordinate with different department for impacts at different levels: customer service and payments.
English speaker – High Level
Spanish speaker – High Level
3rd language is valued
Attention to details
Cool head in complex situations
Persistent driver of of improvements
Accountability and pro-activity
Direct Contact with Customers, especially in retail
Experience in operational systems
Supply & retail processes
Implementation of complex solution implementation
Working and coordinating with other departments within a company
Travel Idustry experience is a plus but not mandatory