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Customer Experience Agent ESP/CAT - (H/M) - CDI...

Customer Experience Agent ESP/CAT - (H/M) - CDI...

Papernest
Papernest
Barcelona, SpainHybrid€19,283Entry · 2+ yearsPermanent🇪🇸Spanish: Native
HybridCustomer serviceSpanishCatalanEnergy sectorProblem solvingCrmBpoAdded today

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Requirements

Minimum 2 years of experience in a similar role within customer service in the energy sector, ideally in a technical or administrative support environment.
Fluency in Spanish and Catalan at C2 level (English is desirable).
Excellent communication skills, including active listening.
Customer service focus and ability to resolve problems and complaints effectively.
Proficiency in using computer tools with the ability to learn new programs.
Knowledge or ability to learn about products, services, or areas of specialization in customer service.
Ability to multitask and prioritize efficiently.
Knowledge and experience in contract management with the distributor, using the SIGE management system. - Plus

Benefits

Develop in an international and inclusive environment: everyone has their place at papernest, and with more than 46 different nationalities, it is not uncommon here to start a sentence in Spanish and finish it in English or French!
💸 Compensation: The salary range for this position is €19,283 gross/year to €25,703 gross/year. Additionally, a Subscription Bonus in Company Creator Shares (BSPCE) plan according to the company's current regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system for various services (transport, food, and daycare).
🏆 Benefits: as a renewable electricity and gas provider, we offer attractive deals to our employees. After all, there is no reason for things to be simpler just for our customers!
🩺 Health: health insurance through Alan or Sanitas to manage your health expenses in an ultra-simple way without paperwork, with coverage of up to 50%* by papernest (*after 6 months in the company).
🍽️ Food and perks: a healthy breakfast offered every Friday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).
📚 Training: The development of our employees is essential. You will have access to continuous training adapted to your goals, whether in technical, linguistic, or management skills.
📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.
✨ Remote work: enjoy 2 days of remote work per week to optimize your concentration and efficiency.

Job Description

Since 2015, papernest has transformed the way people manage their contracts, simplifying subscription, management, and switching through a single platform.

We have served over 2 million customers in France, Spain, and Italy. Along the way, we have continued to invest in new vertical sectors, solidifying papernest as an innovative, competitive, and high-performing company in a rapidly growing market.

With over 900 employees, we are strengthening our position as a leader in the European market.

As a Customer Experience Agent, your goal is to provide positive customer experiences, improve relationships with them, and offer timely solutions by ensuring premium customer service

Your responsibilities : 
Customer interaction:

  • Interact with customers via phone, email, and online chat.

  • Provide support and information regarding a specific product or service.

  • Maintain detailed records of customer interactions, including inquiries, complaints, or feedback.

Problem resolution:

  • Ensure that appropriate actions are taken to resolve customer issues and concerns.

  • Use your knowledge of products and services to respond to requests or redirect them to the appropriate staff.

Monitoring and compliance:

  • Monitor compliance with production processes and alert in case of deviations.

  • Validate and supervise contracts requested by our prospects, customers, and partners.

Process management:

  • Apply defined processes and update documentation in coordination with the manager.

  • Perform other related tasks as assigned.

Your profile :

  • Minimum 2 years of experience in a similar role within customer service in the energy sector, ideally in a technical or administrative support environment.

  • Fluency in Spanish and Catalan at C2 level (English is desirable).

  • Excellent communication skills, including active listening.

  • Customer service focus and ability to resolve problems and complaints effectively.

  • Proficiency in using computer tools with the ability to learn new programs.

  • Knowledge or ability to learn about products, services, or areas of specialization in customer service.

  • Ability to multitask and prioritize efficiently.

  • Knowledge and experience in contract management with the distributor, using the SIGE management system. - Plus

What we offer :

Develop in an international and inclusive environment: everyone has their place at papernest, and with more than 46 different nationalities, it is not uncommon here to start a sentence in Spanish and finish it in English or French!

💸 Compensation: The salary range for this position is €19,283 gross/year to €25,703 gross/year. Additionally, a Subscription Bonus in Company Creator Shares (BSPCE) plan according to the company's current regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system for various services (transport, food, and daycare).

🏆 Benefits: as a renewable electricity and gas provider, we offer attractive deals to our employees. After all, there is no reason for things to be simpler just for our customers!

🩺 Health: health insurance through Alan or Sanitas to manage your health expenses in an ultra-simple way without paperwork, with coverage of up to 50%* by papernest (*after 6 months in the company).

🍽️ Food and perks: a healthy breakfast offered every Friday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).

📚 Training: The development of our employees is essential. You will have access to continuous training adapted to your goals, whether in technical, linguistic, or management skills.

📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.

✨Remote work: enjoy 2 days of remote work per week to optimize your concentration and efficiency.

Selection process: 

  1. Video conference interview (40 min) with Talent Acquisition.

  2. In-person interview (30 min) with Santiago González, Team Leader.

  3. Online interview (15 min) with Isabel de Quiqueran, CX Manager.

Are you interested in this challenge? 🙂

Then don't hesitate, we are very eager to meet you! Regardless of your age, gender, origin, religion, sexual orientation, or disability, you have a place with us. Our selection processes are designed to be inclusive, and our work environment is adapted for everyone.

We particularly encourage female candidates. Even if you feel that you do not meet all the criteria outlined in this offer, keep in mind that every application is valuable. We firmly believe that diverse and varied backgrounds enrich our team. We will review your application with great care, as parity and diversity are essential assets for our success.

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Need a visa? No sponsorship mentioned, and this kind of work is rarely sponsored in Spain. See which routes exist