Spanish Customer Experience Agent

Role Overview

• Learn our tone of voice, systems, and customer service processes
• Shadow experienced colleagues to understand customer journeys and best practices.
• Gain confidence handling a variety of customer queries across multiple channels.
• Independently manage customer conversations with professionalism, speed, and empathy.
• Resolve queries and complaints fairly and consistently, meeting quality standards.
• Support customers during the buying process, explaining next steps and overcoming objections.
• Take ownership of complex cases and collaborate with colleagues to resolve them smoothly.
• Consistently exceed KPIs for quality, efficiency, and customer satisfaction.
• Share feedback and ideas to improve processes, training, and workflows.

Requirements

• Proven experience in customer service, contact centres, or sales environments.
• Excellent verbal and written communication skills, with empathy and clarity.
• Strong problem-solving skills with resilience under pressure.
• Confidence in handling objections and complaints fairly and constructively.
• Ability to balance speed with accuracy and quality.
• Organised and able to manage multiple priorities.
• Comfortable using CRM systems and digital communication platforms.
• Team-oriented mindset with a proactive, solutions-focused approach.
• Background in buying, sales, or complaint resolution.
• Ability to adapt quickly in a fast-growing scale-up environment.
• Experience working in businesses with operational warehouses or physical products.