French And Polish Telephone Customer Care Advisor

Leading Customer Experience (CX) management company, offering end-to-end services combining human intelligence and artificial intelligence to drive our clients' business performance, is 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.

• 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.

Profil recherché :

• Skills and Competences:
  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
• Experience:
  
  1 year
• 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)

Avantages :

• Job Location:
  
  Valencia, Spain
• Type of
  
  Contract:
  
  Permanent Contract
• Full-time/Part-time:
  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.

Langues : Français, Anglais.

Français courant requis. Espagnol et/ou anglais apprécié selon le poste. Autorisation de travailler en Espagne nécessaire.