CUSTOMER SERVICE AGENT - ENGLISH SPEAKER (PART-TIME / NIGHT SHIFT)

Via is on a mission to revolutionize global transportation. By harnessing cutting-edge technology, we’re not just transforming daily commutes but also making 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.
Are you passionate about helping others and providing outstanding service? VIA has the perfect opportunity for you! We are seeking enthusiastic Customer Support Agents fluent in English to join our dynamic team. In this role, you will experience the dynamics of the mobility industry first-hand. You will learn the operations, technology management, and on-demand mobility processes of Via, enabling you to provide on-demand support to customers in the USA and contribute to Via's and team’s goals.
What you’ll be doing?

Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed.
Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
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 the client and CPM, ensuring these are reflected in your daily work.

Tasks
What you’ll be doing?

Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed.
Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
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 the client and CPM, ensuring these are reflected in your daily work.

Requirements
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.

Benefits
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 CPM, 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.
CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.
#WeCare #WeAreCurious #WeAchieveTogether