Customer Support Advisor with German

Our Client

Via  is using technology to revolutionize transportation on a global scale. By leveraging cutting-edge innovations, we are dedicated to transforming not only a single individual's daily commute but also making a significant impact on reducing the environmental footprint of humanity as a whole. With ambitious goals set in motion, we are committed to creating a more sustainable and efficient future for transportation worldwide.

As we continue to expand in Europe, we are looking for  Customer Support Advisors  to join our team! You will work with our Operations team to build and operate our outstanding on-demand services. You can expect a comprehensive introduction to operations, technology management, and on-demand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry first-hand.

We Care: You’re passionate about giving a great customer experience and about our mission to enable accessibility to mobility and reduce the world’s carbon footprint.

We´re Curious: You’re autonomous and proactive, with a “can-do” attitude that strives to resolve customer issues efficiently and in real time.

We Achieve Together: You strive to support the operation’s overall performance, by providing feedback and insight into the key areas that drive a poor customer experience.

What you’ll be doing?

• Ensure the smooth daily operation of our services by handling contacts over the telephone and by email.
• Care for customer satisfaction, making sure that you are going the extra mile with each and every contact.
• Make sure that our drivers and passengers feel supported in all matters, ensuring a timely response to assist with any of their questions or concerns.
• Strive for first contact resolution to resolve driver and passenger queries efficiently and satisfactorily.
• Follow internal processes and systems to resolve customer issues, taking the recommended next best actions.
• Demonstrate a full understanding of Via and brand values.

What skills & experience you’ll bring to us?

• Fluent level of both written & spoken German.
• Able to communicate clearly and effectively in written and spoken English.
• Experience in the customer service industry and ideally in a Contact Centre environment.
• Be patient and empathic as you'll be supporting a paratransit service.
• Autonomous and fast learner to provide effective support and to be proactive, with a “can-do” attitude.
• Solution oriented to provide the correct and best outcome for the customer.
• Be passionate about giving a great customer experience & have the ability to connect with customers, build rapport and show empathy.
• Well organized and able to prioritize the workload with the ability to work under pressure, and to calm even in stressful situations.

What do we offer?

• Starting date: 1st of July 2024.
• Contract: Permanent (1-month probation).
• Salary: 25.000€ gross per year.
• Working hours: Full Time (39 hours per week) - rotating schedule Monday - Sunday to 7 am to 4 pm, 5 days/week (rotative weekends, two weekends off per month guaranteed).
• Work Model: Hybrid working model.
• Fully Paid Training that optimally prepares you for your job - 4 weeks duration (office-based).
• 24 holiday days per year on a full-time basis.
• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to  cultivate a new and exciting career in a high-growth environment.
• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
• Option to sign-up for Discounted Private Health Insurance. 
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Location: Barcelona, Spain.