Senior Customer Support & Quality Advisor (with Spanish)

Our requirements

• C1 proficiency in Spanish and a good command of English, both written and spoken.
• Minimum 2 years of experience in customer support, customer service, contact center operations, quality assurance, or a related environment.
• Strong communication, customer service, stakeholder management, and relationship-building skills.
• Experience in quality monitoring, audit activities, process improvement, or service excellence initiatives would be an advantage.
• Excellent problem-solving, analytical, and decision-making abilities.
• Good technical aptitude, including proficiency in MS Office tools.

Your responsibilities

• Provide professional customer support via phone, email, chat, and other communication channels in Spanish, ensuring timely, accurate, and customer-focused resolution of inquiries and issues.
• Take ownership of customer cases, troubleshoot complex issues, collaborate with internal stakeholders, and ensure effective follow-up to deliver a positive customer experience.
• Conduct quality monitoring activities, including reviewing recorded customer interactions, evaluating performance against established quality standards, identifying coaching opportunities, and providing constructive feedback to improve service delivery.
• Analyze customer complaints, quality results, and service trends, perform root cause analysis, and recommend corrective actions and process improvements to enhance customer satisfaction and operational performance.
• Maintain accurate customer and quality documentation, support audit and compliance requirements, contribute to knowledge base updates, and ensure adherence to established procedures and service standards.

About the project

What we offer

• Practical benefits: private medical care with Medicover with additional packages (e.g., dental, senior care, oncology) available on preferential terms, life insurance and 40+ options on our NAIS benefit platform, including Netflix, Spotify or Sports card.
• Access to over 70 training tracks with certification opportunities (e.g., GenAI, Architects, Google) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, TED Talks and Udemy Business materials and trainings.
• Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• no dress code
• parking space for employees
• extra social benefits
• redeployment package
• employee referral program
• charity initiatives
• access to courses e.g. Excel, VBA, RPA, Customer Care
• unlimited access to Udemy Business
• free chat/call with a therapist

Recruitment stages

• 1.
  Interview with the recruiter
• 2.
  Competency Tests/Language Verification
• 3.
  Video call with a manager
• 4.
  Final Decision

Capgemini Polska