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Customer Care Advisor - native english speaker - fluent in Spanish, Nyon
Client:
Location:
Job Category:
Customer Service
Job Reference:
db8d294e197a
Job Views:
4
Posted:
26.03.2025
Expiry Date:
10.05.2025
Job Description:
JOB PURPOSE
To handle escalated complaints for all markets via email or calls. Providing tailored and where appropriate, bespoke responses to Authorities, Consumer Organizations, Internal Stakeholders and members handling all their concerns. Working closely with the markets legal councils and Reputation Team to ensure the responses and solutions offered minimise the risk of future action. Building a robust complaints handling kit including reporting on volumes, analysing the nature of complaints and providing recommendations to the business on areas that could reduce future complaints. Providing real-time feedback into the leadership team when risks are identified.
We search for someone with:
* Excellent reading, writing & listening skills - able to identify the root cause of a situation and additional issues within any communication.
* Understands when to use empathy.
* Confident in handling conflict.
* Experience using Windows based packages (Word, Excel & Outlook).
* Native English, fluent in Spanish with advanced writing skills. Fluent in French would be a plus.
* A detail-oriented mindset: Must strive for zero errors and understand the impact errors can have on the customer journey and the business.
* Autonomy: Must be well organised with excellent prioritisation and planning skills able to work without supervision.
* A Team Player attitude: Must have built good relationships with key stakeholders.
* Proven experience in Complaints Handling.
* The ability to build and maintain relationships with stakeholders while working remotely rather than in a face-to-face environment.
* The ability to work under pressure.
* A logical and consistent approach, able to capture and record necessary information.
* Ownership of the results delivered and be able to report on the issues.
* Analytical skills.
Accountabilities
* Handle escalation calls of escalated complaints that Customer Care Advisors are not able to handle on the phone. As part of the escalation line, remaining available to handle complaint calls for your market(s) and handle them efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.
* Whilst on the telephone, or when writing to a customer, represent the company in a professional manner at all times, using internal guidelines (Call Standards), complaint documentation and expertise where necessary.
* Ensure that all activities undertaken abide by laid down compliance standards and align with company Treating Customers Fairly objectives.
* Reach out to members through outbound calls if required.
* Log complaints handled, analyse customer journey and identify & share opportunities.
* Handle complaints that the CCA Team is not able to handle (Authorities, Consumer Organisations, Complaints through platforms, Client Escalations and Internal Escalations) for your respective market(s) within the SLA.
* Review/handle official complaints from Authorities, Consumer Organisations, Clients and Members ensuring all concerns/topics are addressed in reply and liaising when necessary with Legal Councils.
* Aim for First Time Resolution, going the extra mile to provide solutions that minimise the need for additional contact.
* Log all complaints handled.
* Provide feedback to Contact Centre Manager, Training & Quality Team when opportunities are identified.
* Present Member Journey, identify Root Cause of Complaint and feedback to your line Management and Training Team.
* Complaint Management Best practices.
* Maintain and update a database of approved Complaints snippets/templates.
* Review free typing replies from CCAs.
* Maintain comprehensive complaint handling kit for each market, produce guidance documents to demonstrate correct handling approach & liaise with Team Manager and TLs to ensure best practice is adopted by the leadership team.
* When relevant, create a complaint handling kit for new markets.
* Audit Contact Centre Contacts and provide feedback to Training & Quality Team and Contact Centre Managers.
* Other: department specific activity as agreed with Team Manager.
* Assist Calibration Sessions.
* Co-operate with Training, providing consolidated learning sessions to ensure continued service excellence delivery.
* Provide ad-hoc support for projects.
* Liaise with manager to ensure holiday cover is in place (and train relevant colleagues).
* Cooperation with other departments Stakeholder Management.
* Work closely with the Contact Centre Manager, CCA Teams, Training & Quality Teams, Corporate Comm’s and Legal Councils in all markets.
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