Via - Customer Service Agent - German Market (Remote in Spain)

Our Client

Via is on a mission to revolutionize global transportation. By harnessing cutting-edge technology, we’re not just transforming daily commutes but also making a significant impact on reducing humanity’s environmental footprint. With ambitious goals, we’re committed to creating a more sustainable and efficient future for transportation worldwide. In the TaaS Operations project, our team leverages collective strengths to achieve system efficiency, unlock growth initiatives, and drive operational excellence in our Transportation-as-a-Service deployments.

As we continue to expand in Europe, we’re looking for Customer Service Agent to join our dynamic team! You’ll collaborate with our Operations team to build and operate our exceptional on-demand services. Expect a comprehensive introduction to operations, technology management, and on-demand mobility. You’ll be part of an emerging team, experiencing the fast-paced mobility industry first-hand.

We Care: You’re passionate about delivering an outstanding customer experience and committed to our mission of making mobility accessible while reducing 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 aim to support the overall performance of operations by providing feedback and insights into key areas that impact customer experience.

What you’ll be doing:

• Ensure the smooth daily operation of our services by handling contacts over the phone and via email.
• Prioritize customer satisfaction, going the extra mile with every interaction.
• Support our drivers and passengers, ensuring timely responses to their questions and concerns.
• Strive for first-contact resolution to efficiently and satisfactorily address driver and passenger queries.
• Follow internal processes and systems to resolve customer issues, taking the recommended next best actions.
• Demonstrate a full understanding of Via and its 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: December, 2024.
• Contract: Temporary (6-months).
• Salary: 21.000€ gross per year.
• Working hours: Full Time (39 hours per week) - rotating schedule Monday - Sunday. Shifts available: 8am -5pm or 11am-8 pm (5 days/week). Rotative weekends, two weekends off per month guaranteed.
• Work Model: Hybrid working model. Remote options available for people outside Cataluña.
• Fully Paid Training that optimally prepares you for your job - 2 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.

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether