Customer experience Lead with Spanish- София

Описание

Sutherland is seeking a service-oriented and self-motivated person to join us as a Customer experience Lead in Veritas team. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The position requires a strong leader able to execute on Customer relationship management, reactive escalations management and cross-functional coordination. A major component of the role will be accurate framing, documentation, and movement of escalation issues in a duty manager capacity. Ownership and communication of these requests from shift-to-shift to ensure continuity is an essential part of this role. Collaboration and coordination with remote technical call center location Support managers is also critical to the success of this position. The Customer Experience lead will support the delivery team by executing the following tasks:

Support the operation of the client quality model and the defined quality assurance processes.
Monitoring and management of the performance and quality of service to ensure results
Provide coaching and feedback to support engineers
Contribute to the delivery of quality reviews and quality enhancement activity.
Provide day-to-day support to the Program leadership to resolve questions and issues related to quality.

Requirements:
Excellent command of Spanish and English
Customer support and working with customers in high stress situations on complex problems.
Experience in escalation management and conflict resolution.
Previous experience as Duty Manager, Quality analyst or in a similar role
Excellent ability to listen to and understand customer frustration points and translate them into positive outcomes.
Team oriented with the goal of collaboration on the customer’s behalf.
Strong organization skills with ability to multi-task in high stress situations.
Exceptional written and verbal communications skills.
Requires flexible hours, and ability to handle high stress customer situations
Escalation Management and associated escalation support processes.
Experience in the technical support industry would be considered as advantage
Willingness and skills for a customer-oriented job.

Life@Sutherland:
Competitive salary
Excellent social benefits package including Health Insurance, Life Insurance, Food vouchers, Compliment Cards, additional benefits
Rewards and recognition programs
Trainings following the leading global standards for highest quality of Customer Service and Technical Support
Structured working environment
Career opportunities
Great office location and work from home possibilities

Изисквания към кандидата

Езикови познания:
Италиански език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Студенти/Стажанти,

Категория:

Консултантски услуги
Контакт център (call centers)

Държава:

България

Населено място:

Гр. София

Адрес:

район р-н Триадица бул.ПАТРИАРХ ЕВТИМИЙ No 82, ет. 1

Дата:

14.02.2022

Организация:

Sutherland
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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