Bilingual Customer Service Advisor

Company Benefits:

• Highly competitive starting salary
• Excellent bonus structure!
• 33 days annual leave (includes 8 bank holidays)
• 4 x death in service cover
• Private Medical Insurance (BUPA - individual cover)
• Health Cash Plan
• Company pension scheme
• Continuous development opportunities.
• Fresh fruit / tea / coffee & biscuits in the office
• Social events
• Babbel Language App to enjoy learning another language

The Company You’ll Work for:

MTrec Commercial are proudly supporting our new, market leading client, who, due to significant expansion are seeking to employ a motivated and attentive Bilingual Customer Service Advisor who is fluent in either French, Spanish or German, to start a new position now. The company are situated Peterlee, the role is based on site however there is the opportunity to go hybrid once proven full competency within the role. The company also provides industry leading training and progression as well as the chance to work as part of a close-knit friendly team of customer service professionals.

The Role You’ll Be Doing:

• Assigning and escalating customer support tickets to ensure timely resolution.
• Monitoring ticketing and phone system traffic to make adjustments to Customer Service Rep (CSR) assignment as needed.
• Educate and provide training and material to CSR on company products, troubleshooting and use.
• Confer with customers by telephone or in person to provide information or troubleshooting for company products.
• Make outbound calls to facility managers to proactively answer questions or offer help, training, troubleshooting, conduct and collect survey information.
• Educate and provide marketing and training materials to facility managers where required
• Coordinate with support team for escalations.
• Keep records of customer interactions, recording details of inquiries, complaints, comments, and actions taken.
• Resolve customers’ service complaints and equipment issues by coordinating with install and service teams to schedule site visits within warranty.
• Consistently coach, educate, and communicate with assigned Key Accounts to ensure enhanced utilisation, helping the company to achieve revenue growth.
• Manage complex issues for the key accounts, problem resolution, and support.
• Identify and communicate opportunities to decrease customer effort, drive self-service options, increase revenues, increase customer satisfaction, and operational efficiency.
• Serve as primary liaison between customers and work closely with other departments across the company.
• Identify opportunities to improve business processes and make recommendations on action plans.
• Answering facility managers’ questions and providing support and training /troubleshooting after initial training and for new staff in customers’ facilities.
• Provide support to the Project Management team by onboarding new companies /facilities within the portal and proactively monitoring the status of existing facilities
• The role will be working Monday to Friday between 8am - 6pm on a shift rota covering 37.5hrs per week.

The Person:

• Fluent or Professional level in either French, Spanish or German is essential
• Fluent in French or another European language is highly desirable due to the scope of our operations.
• Minimum of one year technical work-related skill, knowledge or experience.
• Ability to communicate by telephone in a clear and professional manner is essential.
• Ability to communicate in written form with a professional manner and composition is essential.
• Intermediate computer skills required; Outlook.
• Familiarity with the use of Smart Phones using iOS and Android operating systems.
• Good understanding of Bluetooth communication on Smart Phones
• Experience in the access control or with access control solutions is desirable.
• Strong technical aptitude and critical thinking.
• Solution-oriented with excellent customer service ethos.