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Customer Support Specialist - Spanish and English

Payhawk is a global spend management solution looking for a Customer Support Specialist fluent in Spanish and English to provide exceptional support to their customers.

Skills

  • Fluent in Spanish and English
  • Proficient in case/ticket management systems
  • Excellent communication skills
  • Problem-solving ability
  • Attention to detail

Responsibilities

  • Respond to customer queries via phone, email, or chat.
  • Analyze and report product malfunctions.
  • Proactively engage with customers to solve issues.
  • Follow up with customers to ensure issue resolution.
  • Identify customer needs and assist with feature usage.
  • Gather customer feedback for internal teams.

Benefits

  • 30 days holiday paid leave
  • Competitive compensation package
  • Exchange policy to other Payhawk offices
  • Flexible working hours
  • Regular team-wide events
To read the complete job description, please click on the ‘Apply’ button
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CEO of Payhawk
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Hristo Borisov
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Average salary estimate

$37500 / YEARLY (est.)
min
max
$30000K
$45000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Support Specialist - Spanish and English, Payhawk

As a Customer Support Specialist - Spanish and English at Payhawk in the vibrant city of Barcelona, you'll play a pivotal role in delivering exceptional support to our diverse customer base. Your mission will be to ensure that our clients are effortlessly navigating our pioneering spend management solutions, from company cards to reimbursable expenses. You'll have the opportunity to interact with customers through various channels, including phone, email, and chat, making every encounter meaningful and impactful. At Payhawk, we value proactive engagement, so you'll be reaching out to customers to identify and solve issues before they become obstacles. With your strong technical skills and natural curiosity, you'll analyze product malfunctions, gather insightful feedback, and share innovative feature requests with our product team. Collaboration is key here; you'll work alongside Customer Success Specialists to help activate and retain customers, ensuring they truly benefit from our suite of solutions. And let’s not forget the perks that come with being part of our team, like flexible working hours, a competitive compensation package, and a generous 30 days of paid holiday leave. If you’re someone who thrives in a fast-paced, dynamic environment and is passionate about making a difference for our users, this is your chance to make an impact in the fintech landscape with Payhawk!

Frequently Asked Questions (FAQs) for Customer Support Specialist - Spanish and English Role at Payhawk
What are the main responsibilities of a Customer Support Specialist - Spanish and English at Payhawk?

The main responsibilities of a Customer Support Specialist - Spanish and English at Payhawk include responding to customer queries promptly via phone, email, and chat, analyzing product malfunctions, and proactively engaging with customers to prevent issues. You'll follow up on technical problems, identify customer needs, and collaborate with the product and marketing teams to enhance the overall user experience.

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What qualifications are required for the Customer Support Specialist - Spanish and English position at Payhawk?

To qualify for the Customer Support Specialist - Spanish and English position at Payhawk, candidates should have at least two years of experience in customer support, fluency in both English and Spanish, and familiarity with ticket management systems like Salesforce or Zendesk. Additionally, excellent communication skills, a proactive attitude, and the ability to work both independently and collaboratively are essential.

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How does Payhawk promote employee engagement for the Customer Support Specialist role?

Payhawk promotes employee engagement for the Customer Support Specialist role by offering regular team-wide events, flexible working hours, and the opportunity to work from home. The company also encourages professional growth through the use of its innovative product, fostering a culture of continual learning and collaboration.

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What kind of training and support can a new Customer Support Specialist expect at Payhawk?

A new Customer Support Specialist at Payhawk can expect comprehensive training that covers the company's products, support systems, and best practices in customer engagement. You'll have access to resources and mentorship from experienced team members to ensure you're equipped to handle customer inquiries effectively and provide top-notch support.

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What does a typical day look like for a Customer Support Specialist - Spanish and English at Payhawk?

A typical day for a Customer Support Specialist - Spanish and English at Payhawk involves managing customer inquiries through various communication channels, troubleshooting technical issues, engaging proactively with customers, and collaborating with internal teams to enhance service delivery. You'll also track product issues and update internal databases to keep information streamlined and accessible.

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Common Interview Questions for Customer Support Specialist - Spanish and English
Can you describe your experience with customer support tools and how they can enhance your role as a Customer Support Specialist?

In your answer, discuss specific tools like Salesforce or Zendesk that you've used in previous roles. Emphasize how these tools help streamline communication, manage customer interactions efficiently, and track issues for better problem resolution, ultimately leading to enhanced customer satisfaction.

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How do you prioritize tasks when dealing with multiple customer inquiries at once?

Address your approach to multi-tasking, emphasizing the importance of urgency and the nature of the customer issues. Describe how you would assess which inquiries need immediate attention and how you communicate effectively to manage customer expectations during high-volume times.

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What strategies do you use to build rapport with customers?

Discuss your ability to listen actively and empathize with customers' concerns. Explain how you personalize interactions by remembering details from past communications and using positive language to create a welcoming environment.

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Can you give an example of a challenging customer interaction and how you handled it?

Prepare a specific example where you encountered a difficult situation with a customer. Detail how you responded by remaining calm, listening to their concerns, and working collaboratively to reach a resolution that satisfied the customer and upheld company standards.

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How do you stay informed about product changes or updates at Payhawk?

Explain your commitment to ongoing learning and detail the methods you use to stay updated. This could include participating in team meetings, reading internal documentation, or collaborating closely with other departments to understand product enhancements and how they impact customer support.

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What do you think is the most important quality for a Customer Support Specialist?

Discuss qualities such as empathy, technical expertise, and effective communication. Elaborate on why you believe these traits are vital for building lasting relationships with customers and ensuring their satisfaction with the company's products.

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How would you handle a situation where you didn't have an immediate answer to a customer's question?

Illustrate your approach to ensuring customer satisfaction even when you don't have all the answers right away. Describe the importance of transparency, keeping the customer informed of your efforts, and following up promptly once you obtain the necessary information.

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Can you explain how you identify customer needs in your role?

Discuss techniques such as asking open-ended questions, actively listening, and using feedback tools. Emphasize your focus on understanding the customer's context and how it drives their interaction with the product.

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What motivates you to work in customer support at a fintech company like Payhawk?

Share your passion for technology and finance, along with your desire to help users maximize their experiences with innovative products. Convey how you take pride in contributing to a company's mission by providing excellent support.

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How would you incorporate feedback from customers into your workflow as a Customer Support Specialist?

Detail your strategy for gathering, analyzing, and sharing feedback with relevant teams. Highlight your belief in the importance of customer feedback in shaping product development and improving support services.

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MATCH
VIEW MATCH
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$30,000/yr - $45,000/yr
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
January 10, 2025

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