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Customer Support Advisor

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Job title:
Customer Support Advisor
Location:
Madrid, Spain
Reporting to:
CountryManager
Job summary:

​To provide excellent customer service through first line support to our customers as well as validating and managing customer data
Key responsibilities
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Validations
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- Build a rapport and strong relationship with customers by offering support and advice throughout the onboarding and validation process.
- Validate online questionnaires with close attention to detail and reference to standard processes and procedures.
- Accurately log and update customer records on the status of their questionnaires.
- Advising and processing fee payments for new and renewing customers.
- Proficient user of validation process within our business system.
- Identify ways in which processes and procedures can be streamlined and made more efficient.
- Active participation in team meetings to share and communicate information.
- Consistently meet or exceed personal targets.
- Escalate customer issues to the Country Lead.

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Front line customer support
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- Make 40+ outbound calls per day to supplier customers to explain the benefits of our service; to help customers who are registering for the first time; to assist with customers who are renewing their subscription.
- Accurately log and maintain records of customer contact, activity and outcomes of calls on our CRM (Customer Relationship Management) system.
- Provide accurate and clear information to supplier customers, explaining the benefits of our service and the processes involved to complete an online questionnaire required by our buyer customers.
- First line support for a variety of customer enquiries including IT and procedural issues, concerns and complaints, updates on application and process status.
- Handling objections with customers regarding payment of their subscription fee.
- Working consistently to ensure personal targets relating to call rates and outcomes are consistently met and exceede

📌 Customer Support Advisor (Madrid)
🏢 Hellios
📍 Madrid