Customer Service in Catalan | Night Shift in Barcelona

Do you have experience as a call center agent? Are you passionate about customer service? Do you consider yourself proactive, resourceful, and able to identify customer needs?

Randstad has the perfect opportunity for you!

Multichannel support (voice, email, chat): Resolution of inquiries related to app user account information, their booked appointments, and any billing information they may need.

Management of critical aspects: Prioritization and resolution of high-urgency inquiries, following specific protocols to guarantee an immediate response.

Travel incident management: Review and resolution of issues with trips (cancellations, delays, fare discrepancies, incorrect routes, vehicle issues, etc.), following established procedures.

Basic app technical support: Assistance with access issues, verification, payment methods, updates, application errors, or profile configuration.

Claims and compensation management: Case evaluation, application of internal policies, and issuance of compensation where appropriate.

Case recording and documentation: Accurate updating of each interaction in internal tools, ensuring traceability, data quality, and compliance with operational standards.

ESSENTIAL Native or minimum C1 level Spanish and Catalan and minimum B1 level English. (Support will be managed in all 3 languages)

ESSENTIAL Minimum education: HIGH SCHOOL.

Previous experience in multichannel customer service (voice, email, chat), preferably in digital or mobility environments.

Experience in incident management, basic technical support, or transport services is valued.

Clear customer orientation and the ability to manage interactions with professionalism, patience, and empathy.

As this is remote work, it is necessary to have a space without ambient noise and with a stable internet connection: Download: 100 Mbps or higher; Upload: 50 Mbps or higher; Router near the workstation or Wired connection, not just WiFi.

*39-hour work week from Monday to Sunday with 2 weekends off

*Schedule: Fixed Night shifts (0:00-08:00). NOTE: During the first month, you will have a daytime schedule (specific hours to be confirmed).

*Remote work. (We send the computer, monitor, headset, and mouse to your home).

*Salary per contact center collective agreement - 17,139.58 € gross/year (1,428.30 € gross/month) + language bonus (130.95 €/month) + night shift premium.

*Initial 3-month contract and subsequently permanent employment (stable service).

*Initial online training during daytime hours (schedule to be confirmed)

Internal promotion and professional development program: We value our staff and promote growth through internal promotion.