Customer Service Agent - English Speaker Part-Time Night Shift

Via is on a mission to revolutionize global transportation. By harnessing cuttingedge technology were not just transforming daily commutes but also making a significant impact on reducing humanitys environmental footprint. With ambitious goals were committed to creating a more sustainable and efficient future for transportation worldwide.

Are you passionate about helping others and providing outstanding service VIA has the perfect opportunity for you! We are seeking enthusiastic Customer Support Agents fluent in English to join our dynamic team. In this role you will experience the dynamics of the mobility industry firsthand. You will learn the operations technology management and ondemand mobility processes of Via enabling you to provide ondemand support to customers in the USA and contribute to Vias and teams goals.

What youll be doing

• Keep things running smoothly by offering firstline support through phone email and digital channels as needed.
• Aim for first contact resolution to handle customer queries quickly and effectively. If something needs more attention escalate it until its fully resolved following the companys and clients guidelines.
• Keep customer records updated with reasons for contact solutions provided and any other relevant information to support our customers and maintain service quality.
• Foster positive interactions in all communications making sure customers feel understood and supported.
• Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
• Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
• Follow all applicable policies and regulations including client policies EU legal frameworks and local government regulations.
• Offer feedback and insights on areas that may lead to a poor customer experience.
• Embody the values of the client and CPM ensuring these are reflected in your daily work.

Tasks

What youll be doing

• Keep things running smoothly by offering firstline support through phone email and digital channels as needed.
• Aim for first contact resolution to handle customer queries quickly and effectively. If something needs more attention escalate it until its fully resolved following the companys and clients guidelines.
• Keep customer records updated with reasons for contact solutions provided and any other relevant information to support our customers and maintain service quality.
• Foster positive interactions in all communications making sure customers feel understood and supported.
• Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
• Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
• Follow all applicable policies and regulations including client policies EU legal frameworks and local government regulations.
• Offer feedback and insights on areas that may lead to a poor customer experience.
• Embody the values of the client and CPM ensuring these are reflected in your daily work.

Requirements

What skills & experience youll bring to us

• Fluent English: You have a high and fluent English (C2 level) both written and spoken.
• CustomerFirst Mindset: You love helping people and solving problems whether its over the phone or by email.
• TechSavvy: Youre comfortable with MS Office and can pick up new tools quickly.
• Organised & Motivated: Even when things get busy you stay organised and keep delivering quality service.
• Eligibility: Be eligible to work in Spain.

Benefits

What do we offer

• Starting date: 10th of February 2025.
• Contract: Temporary (6 months).
• Salary: 9.743 gross per year
• Working hours: Part Time (20 hours per week) rotating schedule Monday Sunday between 10 pm and 2 am 5 days/week (rotative weekends two weekends off per month guaranteed).
• Fully Paid Training that optimally prepares you for your job 1 week from Monday to Friday between 9 am and 6 pm (officebased).
• 24 holiday days per year on a fulltime basis.
• Work Model: Hybrid working model.
• Location: Barcelona Spain.

Additional Benefits:

• Employee Assistance Program Free confidential and impartial guidance and support.
• Option to signup for Discounted Private Health Insurance.
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Employee Benefits Club a wide range of exclusive perks and rewards as a valued member of our organisation.
• Bestinclass people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a highgrowth environment.

About us!

At CPM we believe in fostering a culture of care curiosity and achieving together. This isnt just a slogan its reflected in the incredible opportunities we offer how we do our work and the way we interact among each other with customers and clients.

CPM International believes in creating an open workplace celebrating diversity in all forms including gender race religion disabilities and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether