What are the responsibilities of a Customer Service Agent - English Speaker at VIA?

As a Customer Service Agent - English Speaker at VIA, you will be responsible for providing first-line support through various channels, including phone and email. Your role involves aiming for first contact resolution for customer queries, updating records with relevant information, and contributing to service level agreements (SLAs). You will also participate in training sessions and provide feedback on customer experiences to enhance service quality.

What skills and experience do I need to apply for the Customer Service Agent - English Speaker position at VIA?

To apply for the Customer Service Agent - English Speaker role at VIA, you must be fluent in English (C2 level) and possess a customer-first mindset. Being tech-savvy with MS Office is crucial, and you should also demonstrate strong organizational skills. It's essential that you are eligible to work in Spain, as this role is set in Barcelona.

What benefits does VIA offer to part-time Customer Service Agents?

As a part-time Customer Service Agent at VIA, you will receive competitive compensation, fully paid training, and access to an Employee Assistance Program for support. Additionally, you'll get opportunities for ongoing training and a unique benefits club, which includes exclusive perks and rewards. You can also take advantage of discounted private health insurance and a referral program that offers bonuses for bringing in new talent.

What does the work schedule look like for part-time Customer Service Agents at VIA?

The work schedule for the part-time Customer Service Agent - English Speaker position at VIA features rotating hours from Monday to Sunday between 10 PM and 2 AM, ensuring two weekends off per month. The contract entails a commitment of 20 hours per week, enabling you to balance work with personal commitments effectively.

When is the starting date for the Customer Service Agent - English Speaker position at VIA?

The starting date for the Customer Service Agent - English Speaker position at VIA is set for February 10, 2025. This time will prepare you to begin your rewarding career with us, providing ample opportunity for personal and professional growth.

Customer Service Agent - English Speaker (Part-Time / Night Shift)

August 19, 2025

What you’ll be doing?

Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed.
Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
Keep customer records updated with reasons for solutions provided, and any other relevant information to support our customers and maintain service quality.
Foster positive interactions in all communications, making sure customers feel understood and supported.
Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
Follow all applicable policies and regulations, including client policies, EU legal frameworks, and local government regulations.
Offer feedback and insights on areas that may lead to a poor customer experience.
Embody the values of the client and CPM, ensuring these are reflected in your daily work.

What skills & experience you’ll bring to us?

Fluent English: You have a high and fluent English (C2 level), both written and spoken.
Customer-First Mindset: You love helping people and solving pro

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