ITALIAN CUSTOMER SERVICE AGENT, GIBRALTAR

MEMBER SERVICE SPECIALIST – Italian Bilingual/Multilingual

Team Vision: To provide exceptional professional service to all members ensuring a positive customer experience resulting in customer satisfaction at all times when dealing with the Group.

As Member Service Specialist you will be responsible for:

·         First line customer contact point for customer account management query and resolution handling via telephone, email and instant chat

·         Liaising with other internal departments to assist in the resolution of customer queries and issues

·         Answer a high volume of calls, emails and instant chat messages from group customers and maintain a rapid response rate according to agreed standards

·         Maintaining high levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence

·         Accurate information recording on customer contacts received, and where required maintain detailed and in-depth records

·         Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant company health safety procedures

·         Establishing and maintaining effective working relationships with co-workers, supervisors and group customers

·         Providing information to management and co-workers by telephone, in writing, via email, or in person

The Person:

·         High levels of grammar, listening and verbal skills to facilitate exceptional customer service correspondence

·         An open, honest, enthusiastic and resilient approach

·         Accountability for achieving goals and delivering a quality service to the customer

·         Excellent interpersonal skills, self-confidence and be a strong team player

Role will require shift and weekend working to meet our 24/7 needs.