Customer Support Lead Agent - Dutch Flemish Market

Via is using technology to transform transportation around the world. From changing a single persons daily commute to reducing humanitys collective environmental footprint weve got huge goals. Via will operate a micro mobility service in Flanders Belgium for DeLijn the Flemish public transport operator.

As we continue to expand in Europe we are looking for Customer Support Lead Agents to join our team! You will work with our Operations team to build and operate our outstanding ondemand services. You can expect a comprehensive introduction to operations technology management and ondemand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry firsthand.

We Care: Youre passionate about giving a great customer experience and about our mission to enable accessibility to mobility and reduce the worlds carbon footprint.
Were Curious: Youre autonomous and proactive with a cando attitude that strives to resolve customer issues efficiently and in real time.
We Achieve Together: You strive to support the operations overall performance by providing feedback and insight into the key areas that drive a poor customer experience

Tasks

• Ensure the smooth daily operation of our services by handling contacts over the telephone and by email.
• Care for customer satisfaction making sure that you are going the extra mile with each and every contact.
• Make sure that our drivers and passengers feel supported in all matters ensuring a timely response to assist with any of their questions or concerns.
• Strive for first contact resolution to resolve driver and passenger queries efficiently and satisfactorily.
• Follow internal processes and systems to resolve customer issues taking the recommended next best actions.
• Coach mentor and develop a team of customer support agents to deliver excellent quality and meet agreed targets and productivity providing expert support to the team in operational questions.
• Conduct quality assessments induction and adhoc trainings to upskill agents and/or to address training needs and competency gaps.
• Demonstrate a full understanding of Via and brand values.

Requirements

• Fluent level of both written & spoken Flemish. ts an essential skill as as youll be in touch daily with local customers in Flanders Belgium and DeLijn (Flemish public transport operator).
• Able to communicate clearly and effectively in written and spoken English.
• Experience in the customer service industry and ideally in a Contact Centre environment.
• Autonomous and fast learner to provide effective support and to be proactive with a cando attitude.
• Solutionoriented to provide the correct and best outcome for the customer.
• Be passionate about giving a great customer experience & have the ability to connect with customers build rapport and show empathy.
• Well organized and able to prioritize the workload with the ability to work under pressure and to calm even in stressful situations.
• Previous experience training or managing a small team is a plus.

Benefits

• Contract: Permanent (1month probation).
• Salary: 26.000 gross per year the possibility to earn annual incentives.
• Working hours: Full Time (39 hours per week) rotating schedule Monday Sunday between 10 pm and 8 am 5 days/week (rotative weekends two weekends off per month guaranteed). Employees working between 10 pm and 6 am are eligible to receive an additional 1.80 per hour & 5.99 per working day when they start or finish their shift between 12 pm and 6 am.
• Work Model: Hybrid working model.
• Fully Paid Training that optimally prepares you for your job 4 weeks duration (officebased).
• 24 holiday days per year on a fulltime basis.
• Bestinclass people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a highgrowth environment.
• Location: Barcelona Spain.

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailormade to the needs of our diverse markets. We focus on customer service sales and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace celebrating diversity in all forms including gender race religion disabilities and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.