Incentive Networks Agent - Spanish/English speaking

Overview

Role interfaces with our high-profile clients, leadership teams and other internal stakeholders such as product and marketing. Agents will provide business to business level 2 support – supporting our clients with engagement and managing their customer expectations, with all interactions with their brand programmes, you will provide expertise in brand loyalty and handle queries on behalf of the client with feedback in a timely manner adhering to all quality controls and service levels. Problem solving skills, highly skilled in written communication essential.

Please note that this is a UK-based remote position requiring fluency in both Spanish and English.

Responsibilities

• Exceptional attention to detail
• Excellent communication skills
• Advanced writing skills
• Able to work independently
• Strong IT skills
• Able to work well under pressure

Key Accountabilities:

• Provide exceptional customer service through multi-channel platforms
• Respond timely and professionally to all communications
• Handle 100% of members escalations within the agreed SLA
• Ensure all complaints are logged
• Produce and maintain matrix dashboards
• Negotiate, investigate and resolve issues while proactively seeking solutions
• Ensure all knowledge of products, services and procedures is comprehensive
• Achieve and maintain individual performance standards to meet objectives

Qualifications

• Educated to GCSE standard or above
• Experience of working within a contact centre environment
• Proven ability to build and maintain effective working relationships
• Knowledge of multi-channel communication platforms
• Ability to tailor communication
• Administration experience