L1 Customer Support Consultant, Fluent English, Spanish

This is a fully remote position, open to applicants in Morocco, +5 more countries.

📋 Description

• Provide customer support through email using Freshdesk for a Spanish tire retail company.

• Manage order cancellations, modifications in address or quantity, proof of payment, delayed deliveries, invoice and reimbursement requests, and order tracking.

• Process around 80 tickets daily while ensuring adherence to quality standards.

• Comply with internal procedures and Standard Operating Procedures (SOPs).

• Work collaboratively with internal teams and Team Leads to resolve issues promptly.

• Safeguard sensitive customer information securely.

• Implement practices that enhance customer satisfaction.

• Maintain a thorough understanding of client solutions and achieve Key Performance Indicators (KPIs).

⛳️ Requirements

• Proficient in both Spanish and English (C1 or higher), with strong written and verbal communication skills.

• Minimum of 12 months experience in customer support.

• Practical experience with Freshdesk.

• Exceptional attention to detail and research abilities.

• A positive, proactive, and responsible mindset.

• Personal computer equipped with at least 8GB of RAM.

• Reliable internet connection with a minimum of 50 Mbps download and 40 Mbps upload speeds.

• CV must be submitted in English.

🏝️ Benefits

• Schedule: Mon–Fri, 11:00–19:00 (Kyiv time, UTC+2).

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation provided in USD.

• Incentives for referring friends.

• Balance between project workload and personal time, along with an internal health policy.

• Supportive leadership interested in your growth and long-term collaboration.

• Environment conducive to self-development.

• A culture founded on trust, without time-tracking requirements.

• Potential benefits and conditions may vary based on engagement terms; independent contractors may not qualify for all employee benefits.

• Compensation, benefits, and work conditions will be outlined in the agreement if selected.