Spanish Customer Support Representative at Helpware

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, 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.

What the role is about

Helpware is looking for a fantastic bilingual (English and Spanish) Customer Service Representative based in Portugal. As a CSR, you will be providing top-notch customer service through phone, email, and social media and addressing a variety of customer inquiries in a personalized, friendly, and informative manner.
This is a contractor role, meaning candidates must have the legal right to work as independent contractors in Portugal.

What awaits you in this role

• You will be fully accountable for solving customers’ problems, particularly ensuring that buyers receive their tickets on time and sellers are paid on time.
• You will advise customers, both buyers and sellers, with guarantees, fulfillment assistance, refunds, payments, purchases, listing tickets, questions about the site, account issues, venue information, etc.
• You will be responsible for maintaining your and your team's performance metrics at a high level.
• You will act as a community advocate for our Client’s partners and ensure the best representativity of their brand.

Who is our ideal candidate

• You are eager to work in a fast-paced and multicultural environment and ready to advance in your career with the help of your Team Lead.
• You love connecting with customers both through phone and written channels.
• You are ready to go the extra mile to deliver best-in-class experiences to customers.
• You have an extremely empathic attitude towards handling customer concerns and are eager to find solutions even to the most complex requests.
• You naturally represent what true ownership means. Once you get hold of a case, you follow up until it is resolved.
• You know amazing customer experience and are ready to deliver any message with a positive attitude.
• You are a decision-maker at heart with customer and company focus in mind.
• You are a dynamic, resilient, and energetic individual who is not afraid of a high workload or tight deadlines..
• You love attending live events and are aware of sports and music events worldwide
  
• You currently live in Portugal and are eligible to work there as a contractor.

What qualifications are we looking for

• Prior experience in customer service working across multiple channels is a must.
• Fluency in both English and Spanish is required (bilingual level).
• Prior experience working with highly demanding customers and British services is needed.
• A solid understanding of IT and Microsoft Office
• Excellent oral and written English and Spanish communication skills.
• Readiness, flexibility, and previous experience to work 8 hours work shift+1h break on late shifts and weekends

What qualifications will boost your chances

• Prior experience in live events or the ticket marketplace industry
• Strong background and understanding of back-office and administration processes, preferably in eCommerce or Digital environments.
• Proven record of contributing to the quest for efficiency in a contact center environment.
• An additional language will be a plus.

Get to know our Client

Our Client is an international ticket marketplace present in +25 countries that allows people worldwide to buy and sell tickets for events all over the world with a special focus on international sporting events such as Formula One, Moto GP, Football Leagues, Basketball Leagues, American Football Leagues, Baseball Leagues, biggest Tennis Tournaments, biggest artist tours and leading international music festivals. Our Client’s mission is to bring the joy of live events to fans globally, and to achieve that, they offer the highest trust ticketing experience to high-value customers traveling to the biggest global events.