Spanish Customer Support Agent

Position Purpose

Spanish Customer Service Representative will consult with customers and provide the appropriate solutions and answers to complaints and queries related to reservations, refunds, and ticket troubleshooting. In doing this they keep records of customer interactions while following communicated procedures, guidelines, and policies. Their strong customer service experience will ensure they go the extra mile for their customers to ensure focus on high-quality customer care in line with the ethos of customer service.

Job Fit

Those who are successful in this role tend to enjoy interacting with Spanish customers are motivated by providing great service and are passionate about helping others. They have good product knowledge and know how to identify customer needs and provide solutions. They can work in a fast-paced dynamic environment. Have a good level of confidence and assertion through knowledge underpins all interactions. Consultants must demonstrate the ability to deliver exceptional service to our Spanish customers with emotional resilience no matter the situation.

Prerequisites

• Good command of the Spanish language -B2 Level and above
• Minimum KCSE certificate
• 0-6 Months working experience, customer service experience would be an added advantage.
• Display strong Customer Service skills
• Computer literate with the ability to multitask.

Competencies

• Good communication at all levels and an excellent command of the Spanish language
• Active listening skills
• Sound decision-making skills
• Emotional resilience
• Demonstrates problem-solving by using available tools and resources to guide decisions
• Highly conversational, empathetic, and caring
• Understanding of customer service principles and practices
• Professional and polite with a customer service orientation
• Adaptability and resilience
• Target-driven with high energy levels
• Computer literate with good keyboard skills
• Attention to detail ensuring all legislative and compliance requirements is covered for each call
• Maintain high levels of integrity at all times
• Good conflict resolution skills