Experienced Customer Service Agent - English Speaker (Part-Time / Night Shift) at arenaflex

At arenaflex, we're revolutionizing global transportation by harnessing cutting-edge technology to transform daily commutes and make a significant impact on reducing humanity's environmental footprint. With ambitious goals, we're committed to creating a more sustainable and efficient future for transportation worldwide. As a key member of our dynamic team, you'll experience the dynamics of the mobility industry first-hand, learning the operations, technology management, and on-demand mobility processes of arenaflex. Join our mission to provide outstanding customer service and contribute to arenaflex's and team's goals! As an experienced Customer Service Agent fluent in English, you'll be the first point of contact for our customers in the USA, providing on-demand support through phone, email, and digital channels. You'll be responsible for handling customer queries quickly and effectively, escalating issues when necessary, and maintaining accurate customer records. Your positive interactions and efficient support will ensure our customers feel understood and supported, meeting agreed service levels (SLA) and contact centre KPIs.

Key Responsibilities:

* Offer first-line support through phone, email, and digital channels as needed

• Aim for 'first contact resolution' to handle customer queries quickly and effectively
• Keep customer records updated with reasons for contact, solutions provided, and any other relevant information
• 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 arenaflex, ensuring these are reflected in your daily work

What skills & experience you'll bring to us?

* Fluent English: You have a high and fluent English (C2 level), both written and spoken

• Customer-First Mindset: You love helping people and solving problems, whether it's over the phone or by email
• Tech-Savvy: You're 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

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 (office-based)
• 24 holiday days per year on a full-time basis
• Work Model: Hybrid working model
• Location: Barcelona, Spain

Additional Benefits:

* Employee Assistance Program - Free, confidential, and impartial guidance and support

• Option to sign-up 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
• Best-in-class people engagement activities and programs
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment

About us!

At arenaflex, we believe in fostering a culture of care, curiosity, and achieving together. This isn't just a slogan – it's reflected in the incredible opportunities we offer, how we do our work, and the way we interact among each other, with customers, and clients. We're committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within arenaflex. Join our team and be part of a dynamic and innovative company that's shaping the future of transportation! Apply for this job