Experience the power of a game-changing careerWant to be part of an innovative and growing team? We’re a integral technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.If you’re looking to grow and be inspired, as a Working Team Leader in Barcelona (on-site), you will be part of our team of game-changers. This is a great opportunity to experience the power of what’s next and develop “friends for life” at the same time. We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed.The opportunityWe are hiring a Working Team Leader agent for our EU market to our international Customer Experience team based in Barcelona!Your impactReporting to the Manager of Customer Experience EU, you will ensure a top-quality service to our customers in Europe and contribute to the company’s success.Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.Manage customers' communications and reply to the requests by email and chat.Provide accurate, valid and complete information by using the right methods/tools, as well as communication procedures, guidelines and policies.Take care of customer complaints, provide appropriate solutions and alternatives, follow up to ensure resolution.Build sustainable relationships and trust with customers through empathy and open and interactive communication.Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, take care of the databases.Monitor and report on customer service performance,



and any recurring issues that require attention so we can continue to provide exceptional customer service.Identify and feedback on potential functions that will improve customer service, throughout a customer's lifetime.Ensure contractual SLA is maintainedProvide cover for other Agents in their absence, either within the same team or across teamsProactively identify issues before arisingAchieve personal/ team targets.Support Advisors by solving queriesCollaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).Take the extra mile to engage customers!Staff ManagementMonitor and report team performanceGive newly hired agents feedback on their individual performance to improve and motivate their daily workKeep track of each newly hired agent’s training and training needs to improve technical and phone communication’s skillsMotivate as a team leader controlling turnover and retaining potential and motivated team membersManage all disciplinary issues effectively (with oral warning and requesting HR with written ones)Make sure processes and procedures are up to dateOffer support in critical problems (escalations, emergencies, agents,



and customers complaints).Perform other tasks/duties as assigned by management depending on service needsPropose changes in bonuses / reporting to managementBack‑up Program managers fulfilling corresponding tasks during vacation or absence periodsReportingReport productivity metrics to the team and managementHigh level of English and Spanish.Previous experience in customer service, team leader.A true team player who loves working towards both team and individual goals.A strong communicator both written and verbal with great interpersonal skill.You are detail‑oriented and you genuinely care about offering a top quality service.You are able to be flexible, resourceful and to multi‑task while establishing priorities and providing solutions.You have a positive attitude, you are proactive and dynamic.Previous experience with Zendesk would be a plus.What’s in it for you- You will join us on a stable, full‑time 39‑hour weekly contract.- Working hours: Monday‑Sunday, 9:00 - 20:00 (rotative of days and hours: weekdays from 11:00 to 20:00, weekends from 9:00 to 18:00)- Salary 22.395 euros gross/year + up to 2.400 euros gross/year in bonus- Great office location in Barcelona – on‑site work model- Friends hunting (referral) bonus- Full paid training about the company and the project you will be working on- Career development program and specialized coursesExperience the best version of you!At Concentrix, we invest in our game‑chasers because we know that when our people thrive, our clients and their customers thrive.Concentrix is an equal opportunity employer.We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.#J-18808-Ljbffr

📌 Working Team Leader (English-Speaking) - On-Site We01 (Bellprat)
🏢 Concentrix
📍 Bellprat