Customer Service Senior Executive(s)

Ref.CSESE003

Role Summary

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.

Main Responsibilities

 

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.

Ticket processing

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.

Skills Required

Languages

English speaker – High Level

Spanish speaker – High Level

3rd  language is valued

 

Attitude

Attention to details

Pragmatic

Cool head in complex situations

Persistent driver of of improvements

Communication

Accountability and pro-activity

Analytical thinking

 

Experience wanted

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

Please apply by sending CV + cover letter to:

hr@fastpayhotels.com

Calle de la Reina Maria Cristina, 1

Planta 2

07004 Palma

Spain

+34 971 416 770

For customer service, please use:

+34 518 899 100

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