European customer service advisor

This role is based in our head office in Newtown, Wales

Job Purpose

The role is responsible for leading the business on customer experience, supporting the business growth by establishing and sustaining high levels of customer service and satisfaction. This includes maintaining the existing Quartix client base through a variety of actions in line with the company’s retention strategies.  Each agent will work to reduce attrition across all channels in several proactive and reactive ways and support European Operations team and ES Support team.

Key Responsibilities

• Process and record all the orders coming in (all EU orders, not just Spain).
• Vat checks, creditsafe and sanction checks
• To contact customers regularly by phone to ensure customer satisfaction after purchase.
• Deliver customer referrals as leads within the business, hitting defined KPIs
• Training existing customers on various solutions and ensuring they are getting the best from our system and the use of the self-serve functionality.
• Be trained to help with the basic support/ account issues whilst the customer is on the phone.
• Follow up with your Team Leader and customer regarding no data since purchase
• Ensure effective internal processes such as RED FLAGS are highlighted and reported to your team leader
• Customer retention – to reduce churn of customers through managing customer relationships
• Have a keen eye for opportunities to promote and upsell additional products to increase revenue
• Back-up the EU stock control department
• Back-up the credit control department
• Booking installations / unit moves and reinstalls

General Responsibilities

• To speak with our top customers over the phone and other wise contact all customers
• Provide customer feedback and current market information to the team leader and manager
• Ensure the mail box is actioned daily
• Ensure procedures are followed and maintained
• A commitment to equal opportunities
• Deliver great customer services, and a high empathy maintaining calm and balanced demeanour even when under pressure
• Build good relationships
• Liaise with the EU Support team to book service calls and installations
• Liaise with the EU team to help dealing with customers daily requests

About You

• Spanish mother tongue essential
• Excellent level of a second Language (English or French or Spanish or Italian) is requested
• Clear and concise written and spoken communication skills
• Attention to detail
• Ability to multi task, or move easily between jobs
• Ability to be calm and empathetic with customers
• Customer service experience is essential
• Experience in dealing with a variety of people
• Good IT skills, which must include Word processing, Excel spreadsheets, Email, Internet, Microsoft Access & Sales Force
• Ability to work under pressure and to deadlines
• Excellent time keeping
• Be a good team worker demonstrating loyalty and commitment to the organization and team members
• Ability to be flexible with tasks driven by business need

Are you interested in this role with Quartix?

To apply for this role, please complete the fields below and attach a CV and cover letter.