Position: Customer Support Representative

Location: Barcelona, Spain

Employment type: Full-time.

Work model: on-site.

DUTIES AND RESPONSIBILITIES

• Record call details in the call management system, ensuring timely responses and resolutions within the agreed SLA
• Escalate any potential service issues to the senior team members, as needed.
• Adhere to all project processes and procedures
• Ensure compliance with the contractual SLA
• Provide coverage for other Agents in their absence, whether within the same team or across different teams
• Collaborate with the team on specific projects, when requested
• Fulfill administrative responsibilities, including managing holiday, sickness, and overtime records
• Participate in regular team meetings
• Perform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction.