Spanish Customer Support Representative

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Kyiv, Ukraine Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.

 Primary Responsibilities:

• You will be responding to any queries and providing detailed information in different languages on the fulfillment of certification, traceability, and labeling requirements to our client’s customers via phone, chat, and email

• You will be managing requests for the use of labeling and trademark for certified products and promotional materials

• You will be actively working with different departments of our client, including Technology, Standards & Assurance, Markets, and Marketing, to deliver the best possible experience to companies

• You will be providing all the required inputs and feedback to our client on companies’ success processes  in order to ensure continuous improvement for long-term growth

• You will be managing the escalation process (an integral part of the trademark approval process where policy exceptions need to be flagged and handled using an escalation route).

• You will be dealing with other interesting assignments and projects assigned by your manager

 Who we are looking for:

• You are able to quickly adapt and implement the best practices to provide exceptional support

• You can easily optimize customer experiences through Customer Success Processes

• You have the passion to convey and grow the meaningful mission of the organization, as well as meet the goals of the team

• You have C1 proficiency in Spanish and B2 knowledge of English to effectively support our client’s business partners as well as the global supply chain

• You have relationship-building and customer-orientation skills to deliver high customer satisfaction

Qualifications:

• Schedule: 9:30 am- 6:30 pm (Mon-Fri).

• Fluent in both written and spoken English/Spanish.

• With at least 1 years of Customer Support Experience (experience with tickets and livechats).

• Proficient in using Zendesk, LiveChat, CRM and other customer support tools (Navigation and testing skills).

• Able to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills.

• With excellent problem-solving skills – understand the issues/concerns of the customers.

• With great documentation skills.

• Dedicated and committed to learn product knowledge and help the team by being pro-active.

• Able to learn new products and technologies.

• Able to work effectively in situations characterized by continual change.

• Excellent written communication and customer handling skills.

• Excellent listening and multitasking skills.

• Has good organizational skills and keen attention to detail.

• Able to work under pressure.

• Can adapt to inevitable changes around the workplace.

• Able to deal professionally with demanding customers.

• Can show empathy for customers / common sense.

• Adherence to daily/weekly/monthly KPI’s to achieve client satisfaction.

• Has working knowledge of PC architecture/technology, Web and mobile applications

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic.  Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.