O stanowisku
O projekcie
As a Senior Customer Support & Quality Advisor (with Spanish), you will combine customer-facing responsibilities with quality monitoring activities. You will support Spanish-speaking customers across multiple communication channels, resolve complex inquiries, and ensure a positive customer experience. Additionally, you will review customer interactions, assess service quality, identify improvement opportunities, and provide feedback to support continuous improvement. Your contribution will help maintain high service standards, compliance, and operational excellence.
Twój zakres obowiązków
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.
Wymagania
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.
To oferujemy
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.
Benefity
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
O firmie
Capgemini is the business transformation partner for enterprises in the age of AI. We help organizations imagine and build an intelligent, sustainable future, combining AI, technology and human ingenuity to transform how they operate, innovate and grow. With unique end-to-end capabilities spanning strategy, technology, engineering and intelligent operations, we bring together deep industry expertise and market-leading capabilities in AI, cloud and data to turn ambition into measurable business outcomes at scale. Supported by a robust ecosystem of partners and nearly 60 years of expertise, Capgemini is a responsible and diverse global organization of over 410,000 team members in more than 50 countries. The Group reported 2025 revenues of €22.5 billion.
Czy do nas pasujesz?
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.
Czym się zajmiesz
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.
Benefity i zalety
Brzmi jak oferta dla Ciebie?
Do negocjacji · Capgemini
Na stronie firmy Capgemini · ~2 minuty
Więcej ofert w firmie Capgemini
Podobne oferty z kategorii: Customer Success
