DirecciónThe Role
We are looking for a Customer Support Agent, reporting directly to the Customer Support Manager.
We are looking for a Customer Support Agent, reporting directly to the Customer Support Manager.
S/he will be responsible for providing all customers with a World Class Service via a professional and efficient Service Desk, for this s/he will configure, manage, advise and follow up enquiries from the different platforms we market, where the focus is to provide a reliable and timely solution to enquiries reported by customers (bodyshops) and regardless of the input medium (phone, email, customer portal, ...). And where the response and solution all incoming enquiries will be as quickly as possible in each case, utilising internal Service Desk systems and always aiming to exceed the customers’ expectations.
What You’ll Do
- Provide support regardless of the input medium (phone, email, customer portal, ...) to all Mensaelect customers and users as part of the Mensaelect Customer Support team.
- Help to solve configuration and handling enquiries or other questions about the company's products and services.
- Report errors and incidents to the Customer Support Manager and, once a response has been obtained, inform the customers or users.
- Attracting new customers by advising them with information from the Mensaelect service.
- Management of clients and their accesses: Registration, cancellation and modifications according to the insurance companies they can bill.
- Reception of telephone calls, both from enquiries to the customer service centre area, from people who are not sure who to speak to, from overflow calls from other areas, as well as calls to company staff.
- Accurately record all enquiries managed in the internal Service Desk systems.
- Deliver exceptional customer experience by putting the customer at the heart of everything we do.
- Work closely with other departments to escalate and resolve customer enqueries and to keep updated about ongoing software and data developments.
- Contribute to the team’s knowledge base to ensure that it is kept up to date and relevant.
- Take full accountability for hitting Key Performance Targets set for you by the Service Desk Manager to contribute to the overall success of the Service Desk Team.
- Escalate calls in a timely and appropriate manner in line with SLA’s in place.
- At all times adhere to the working processes and procedures for the department.
- Take part in the training sessions on products and processes to provide you with the relevant experience and industry knowledge to provide the highest standard of support.
- Perform additional Ad Hoc Duties by request of Service Desk Manager.
What You’ll Bring
- Studies at the level of Administrative Management Technician, similar or higher.
- Experience of at least 1 to 2 years in customer service areas.
- Experience in the Automotive or Insurance sector is valuable.
- Familiarity with the handling and use of ticketing and Office tools.
- Able to speak at least other language to professional level.
- High learning agility and application of knowledge.
- Good communications skills at all levels, written and verbally, face to face and over the phone.
- Willing to learn and consistently improve.
