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Customer Experience Advisor with Italian

Job id:  14978
Job location: 

Barcelona, B, ES, 8940

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Colt Level: PT2

Location: Barcelona

 

The Role Purpose: 

Receive and handle all inbound, internal and external customer non fault queries and manage through to resolution for specific customer accounts

Action all customer queries in line with the required processes and service level agreements

Work as part of a team to ensure great customer service delivery – every time

Engage proactively with service centers to ensure customer requirements are received and actioned

Recognize and deal with queries, requests and problems in line with our customer account requirements

Identification and action of escalation issues

Undertake any other customer account support duties as required (including outbound queries)

 

 

The Key Accountabilities: 

Ensuring dispute policy is adhered to for non-fault tickets.

Ensure the results of our TSAT surveys meet the expectations of Colt. Working towards delivering a best in class customer experience

Handling incoming customer and internal calls, ensuring availability to meet abandon rate SLA’s

Managing email’s from internal or external customers, ensuring efficient management to meet response time SLA

 

Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms.

 

Resolve customer issues always following Colt standard processes

 

Ensure a right first time, accurate approach to resolving our customers issues

 

Help to build strong relationships with all departments within Colt

 

 

 

 

What you will need to succeed: 

 

Skills and Experience: 

Knowledge of business English, grammar and usage. Native level in Italian, German knowledge would be a plus.

Superior customer service and empathy skills.

Excellent interpersonal, listening, communication and critical thinking skills.

Ability to effectively problem-solve basic to moderately complex customer issues and complaints.

Ability to communicate clearly and effectively, both verbally and in writing.

Ability to multi-task and work in a high-volume, fast-paced environment.

Ability to pay strict attention to detail.

Ability to communicate with customers patiently and politely even in difficult times.

Ability to meet productivity and quality standards on a daily basis.

Ability to work in a results-oriented, metric driven work environment.

Ability to establish rapport with customers, field staff and partners

 

 

Qualifications:

High School diploma or equivalent.

2 years customer service experience.

Solid experience in managing customer relationships

 

 

 

 

 

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities


Job Segment: Data Center, Technology

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