Berry Recruitment are NOW hiring for a committed and experienced Customer Service Senior Specialist to work for large organisation based in Milton Park, Oxfordshire.
Role: Customer Service Senior Specialist - Spanish Speaking
Salary: £30,000 - £33,500 plus 5% Bonus
Location: Milton Park, Oxfordshire
Hours: Full time - (35hpw)
Key Responsibilities of the Customer Service Senior Specialist:
- Meet all turnaround times, daily/weekly targets, and quality expectations daily management of own workload including prioritisation
- On the back of customer contacts review the customer self-help portals (where they exist) and suggest new content or amendments to the relevant team
- Liaise with the Agent team to follow up on lapsed subscriptions and payments, to ensure customers are responded to in a professional and timely manner
- Manage cancellation requests to reduce the risk of cancellation within specified SLA's, using the agreed discount structure and denial data
- Maintain Salesforce, by updating customer details accurately in a timely manner, documenting all account ownership
- Provide monthly reporting from the region, outlining performance, activity and trends in the region
- To contribute to continually enhancing service levels and customer experience throughout all touch points, to deliver the best customer experience
- Support the Renewals & Retention Team or other colleagues as required by line manager to assist with team working and projects across the business area
About you:
- Strong analytical capabilities and advanced excel skills for reporting
- A determination to drive for results and effective time management skills
- Must be extremely customer-focused with a passion to exceed expectations by putting the customer at the heart of decisions
- A confident communicator with a focus on listening and acute attention to detail, who can quickly build internal and external relationships and handle customer complaints
- Strong written, verbal skills in English and Spanish including strong telephone skills to be able to communicate clearly and concisely via email, telephone, and live chat.
No candidate will meet every single desired qualification we have listed. If your experience looks a little different but you think you can bring value to the role, we'd love to learn more about you!"
For more information and to apply, contact the Oxford branch of Berry Recruitment - or click 'Apply Now' to submit your application.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.