Global Customer Service Representative with Spanish Fluency
Limerick, Ireland is home to viagogo’s customer success team. As the world's leading marketplace to buy and sell tickets to any live event, anywhere, we service customers in 195 countries in 33 languages and 49 available currencies.
We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change who can shape how millions of people buy, sell, connect, and experience live events around the world.
Responsibilities
* Handle inbound customer inquiries via phone, email, and chat with professionalism and efficiency.
* Identify customer needs and provide immediate solutions while educating customers to navigate and self-serve when possible.
* Meet and exceed individual and team performance targets for resolution rate, customer satisfaction, and response time.
* Maintain up-to-date knowledge of products, services, and company policies.
* Collaborate with cross-functional teams to improve processes and optimize the customer experience.
* Be friendly, reliable, and on-time, showing initiative and ownership across all assigned tasks.
Competencies
* Customer Focus - Demonstrates a deep understanding of customer needs and strives to exceed expectations in every interaction.
* Results Oriented - Drives to achieve and surpass performance metrics, with a commitment to delivering exceptional service and results.
* Communication - Articulate and empathetic communicator who conveys information clearly and effectively across various channels.
* Problem Solving - Analytical thinker who identifies issues, evaluates options, and implements effective solutions.
* Attention to Detail - Meticulous and thorough in handling customer inquiries and ensuring accuracy in all tasks.
* Time Management - Efficiently manages workload and prioritizes tasks to meet or exceed performance targets.
* Technical Aptitude - Navigates through computer programs with ease.
* Judgment and Decision-making - Exercises sound judgment in decision-making, consistently aligning actions with established company policies and procedures.
Preferred Education and Experience
* Excellent verbal and written communication skills.
* Proficiency in Microsoft Office and CRM software.
* Ability to multitask and prioritize in a fast-paced environment.
* Experience working in a performance-driven culture is a plus.
* Proficiency in English and Spanish languages required.
Position Type and Expected Hours of Work
This is a Full-Time position which may require weekend shifts. This role will require working in office 3 days per week to ensure cross functional collaboration.
At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package:
* Competitive starting salary
* Health package
* Continuous training & support
* Career progression
* Employee Engagement initiatives
* Casual dress code
* Free parking