• Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers • Demonstrate high standards for quality service • Work in tandem with the quality and training team to self-manage performance expectations • Maintain an open communication line with Team Lead/Quality Advocate/the Trainer and the manager for support and personal development • Maintain business acumen, courtesy and professionalism when dealing with all client contacts • Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base • Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately • Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects • Strict adherence to key performance indicators (KPI) as set by management. Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

Role Description - Handle inquiries and requests across various communication channels, ensuring accurate and timely updates in internal systems. - Foster positive relationships by delivering prompt and courteous support. - Support customer satisfaction and long-term engagement by ensuring effective resolution of issues. - Maintain a professional and empathetic approach in all customer interactions. - Work collaboratively with colleagues and leadership to achieve team objectives. - Share insights on recurring challenges and suggest opportunities for process or service improvements. Qualifications - Native / fluent in Catalan both verbal and written. - Fluent in English (minimum B2 level). - Previous experience in customer service would be advantageous. - Strong verbal and written communication skills across various platforms (phone, email, chat, social media). - Basic understanding of customer service principles and the ability to follow standard procedures. - Ability to handle technical inquiries and troubleshoot common issues with guidance. - Ability to quickly learn new software and technologies. - Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment. - Organized, detail-oriented, and able to manage multiple tasks simultaneously. - Willingness to learn and adapt in a fast-paced or evolving support environment. Requirements - Native / fluent in Catalan both verbal and written. - Fluent in English (minimum B2 level). - Previous experience in customer service would be advantageous. - Strong verbal and written communication skills across various platforms (phone, email, chat, social media). - Basic understanding of customer service principles and the ability to follow standard procedures. - Ability to handle technical inquiries and troubleshoot common issues with guidance. - Ability to quickly learn new software and technologies. - Effective problem-solving skills and the ability to work collaboratively in a team-oriented environment. - Organized, detail-oriented, and able to manage multiple tasks simultaneously. - Willingness to learn and adapt in a fast-paced or evolving support environment. Benefits - Opportunity to work with a leading global travel & tourism brand. - Competitive salary with performance-based incentives. - Professional growth opportunities within the BPO industry. - Collaborative and supportive work environment. - Access to exclusive travel perks and discounts.

• Communicate with customers via phone, chat & e-mail • Track and follow cases to ensure they closed in an efficient and timely manner • Maintain high customer satisfaction, representing a major brand • Assist customers to manage/secure their account & passwords • Set-up repairs for hardware-related issues • Escalate unresolved cases by contacting 2nd level support • Maintain high customer satisfaction

• Handling incoming phone calls, messages, and emails from customers. • Providing information and assistance on products, including vacuum cleaners, air purifiers, hair care tools, and more. • Troubleshooting technical issues and offering solutions to customer inquiries. • Processing warranty claims, repairs, and replacements. • Offering product recommendations based on customer needs and preferences. • Maintaining high customer satisfaction through professional and courteous communication.