Customer Service with Catalan - Online Commerce

• ESSENTIAL: Catalan at native level or minimum C1.
• Previous experience in customer service (phone, chat or email).
• Secondary education (ESO/Bachillerato).
• Clear customer orientation and ability to handle interactions with professionalism, patience and empathy (especially in complex situations or with frustrated customers).
• Skills in problem solving.
• Goal-oriented approach and compliance with quality standards.
• Excellent communication oral and written, with a professional attitude.
• Skill in computer environments and keyboard agility.
• Ability to work with multiple tools, platforms, and databases.
• Ability to adapt to a dynamic environment, where procedures, tools and policies evolve periodically to improve the customer experience and service efficiency.
• As this is remote work, it is necessary to have a space free of ambient noise and a stable internet connection: Download: 100 Mbps or higher; Upload: 50 Mbps or higher; Router near the workstation or Wired connection, not just WiFi.
• LIVING IN CATALONIA IS ESSENTIAL.

• Experience in technical support or e-commerce services is valued.

TP Spain, certified as a Great Place to Work, offers you the opportunity to join a solid team within the leading multinational technology company, a leader in e-commerce and digital services.

The service will initially provide support in first line, via phone, chat and email, for general customer inquiries about orders, accounts and purchasing processes. Subsequently, the second line will become operational, focused on resolving technical inquiries related to devices and digital services such as Alexa, Prime Video, Kindle, Fire TV, among others.

• Handling calls, chat, and email, providing solutions in accordance with established procedures, standards, and quality objectives.
• Management of Back Office tasks linked to case follow-up and information updates.
• Effective resolution of customer incidents, inquiries, and doubts, both general and technical (depending on the assigned line).
• Application of supervisor guidelines to ensure continuous improvement of the service.
• Compliance with the service's internal policies, rules, and regulations.
• Continuous updating of knowledge through scripts, talking points, and operating procedures.
• Use of databases, tools, and internal applications for request management and case documentation.