Customer Service Agent - English Speaker (Part-Time / Night Shift)

As a Customer Service Agent - English Speaker at VIA, you will be responsible for providing first-line support through various channels, including phone and email. Your role involves aiming for first contact resolution for customer queries, updating records with relevant information, and contributing to service level agreements (SLAs). You will also participate in training sessions and provide feedback on customer experiences to enhance service quality.

To apply for the Customer Service Agent - English Speaker role at VIA, you must be fluent in English (C2 level) and possess a customer-first mindset. Being tech-savvy with MS Office is crucial, and you should also demonstrate strong organizational skills. It's essential that you are eligible to work in Spain, as this role is set in Barcelona.

As a part-time Customer Service Agent at VIA, you will receive competitive compensation, fully paid training, and access to an Employee Assistance Program for support. Additionally, you'll get opportunities for ongoing training and a unique benefits club, which includes exclusive perks and rewards. You can also take advantage of discounted private health insurance and a referral program that offers bonuses for bringing in new talent.

The work schedule for the part-time Customer Service Agent - English Speaker position at VIA features rotating hours from Monday to Sunday between 10 PM and 2 AM, ensuring two weekends off per month. The contract entails a commitment of 20 hours per week, enabling you to balance work with personal commitments effectively.

The starting date for the Customer Service Agent - English Speaker position at VIA is set for February 10, 2025. This time will prepare you to begin your rewarding career with us, providing ample opportunity for personal and professional growth.

Handling difficult customers requires patience, empathy, and active listening. A good approach is to first acknowledge the customer's feelings, then ask clarifying questions to understand the issue fully. It's crucial to assure the customer that you are working to resolve their issue and follow through on your promises to restore their confidence in the service.

To effectively answer this question, share a specific situation where you successfully resolved a customer’s issue on the first interaction. Highlight the steps you took, the solution you provided, and how it positively impacted the customer, emphasizing your ability to communicate clearly and efficiently under pressure.

Staying organized in a bustling call center requires prioritization and effective time management. One effective technique is using a task management system to track your queries and follow-ups. Additionally, you can create a structured routine that outlines your daily tasks to ensure that no customer inquiry is overlooked while maintaining quality interactions.

Staying motivated during night shifts can be challenging, but maintaining a positive mindset is key. You can keep motivated by setting small goals for each shift, such as achieving a target resolution rate. Also, staying connected with your team and participating in engaging training sessions helps maintain interest and enthusiasm even in late hours.

Familiarity with customer service tools is essential. Mention specific software programs like CRM systems, helpdesk applications, and collaboration tools that you've used. Highlight how these tools helped you resolve customer issues efficiently and improve communication within a team.

In your answer, express your enthusiasm for VIA’s mission to revolutionize transportation and your passion for helping others. Share specific attributes of the company that resonate with you, like their commitment to customer satisfaction and sustainability, while aligning your personal values with the company's objectives.

To manage stress effectively while juggling multiple inquiries, time management and mindfulness techniques can help. Explain how you prioritize tasks based on urgency and complexity and employ breathing techniques or short breaks to maintain focus. This way, you ensure that your standards of customer service remain high, even during peak times.

The most important quality for a Customer Service Agent is empathy. Being able to understand and relate to the customer's emotions and needs significantly enhances the service experience. Illustrate your answer by recounting instances where empathy led to positive outcomes in your previous roles.

When answering this question, provide a specific example where you took extra steps to ensure a customer's satisfaction. Explain your thought process, the actions you took, and the impact it had on the customer, showing your dedication to exceptional service.

Ensuring accuracy involves double-checking details before finalizing any information. You can mention techniques such as taking a moment to verify each entry visually, utilizing checklists, or employing technology to automate data entry wherever possible to minimize errors.