To provide excellent customer service through first line support to our customers as well as validating and managing customer data.
Job Title
Customer Support Advisor
Location
Madrid, Spain
Reporting To
Country Manager
Key Responsibilities
Validations
- 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.
- Advise and process 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.
Front line customer support
- 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 exceeded.
Key Requirements
Knowledge and ex
📌 Customer Support Advisor (Madrid)
🏢 Hellios Information
📍 Madrid
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