Customer Service Agent

Summary

Join Fever, a leading tech platform for culture and live entertainment, and help democratize access to cultural experiences. As a Customer Service Representative, you will provide exceptional support to customers via email, phone, and social media, resolving incidents and ensuring customer satisfaction. This is a fully remote position with a night shift schedule (00:00 to 06:00 am, 5 days/week). You will manage incoming calls and chats, provide accurate information, handle complaints, and maintain detailed records of customer interactions. You will also contribute to the Department of Operations as needed. Fever offers a dynamic work environment, a diverse team, and various benefits including health insurance, a Gympass membership, and discounts on Fever events.

Requirements

• Previous experience in User Support or Customer Service positions are highly valuable
• High French level (oral & written) and fluent in Spanish or English
• Skilled at planning, organizing, prioritizing and executing simultaneous tasks
• Have good communication and interpersonal skills
• Are a solution-oriented and reliable professional
• Are incredibly detail-orientated with excellent time-management skills
• Are flexible. Everything can change very quickly and you know how to adapt
• Have excellent interpersonal and communication skills
• Be decisive and organized
• Love being part of a dynamic team in a growing company
• Candidates must reside in Spain

Responsibilities

• Customer Service by e-mail, phone or social media for solving any incidents generated
• Managing incoming calls and chats and customer service inquiries
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed

Preferred Qualifications

Previous experience using Zendesk is preferred

Benefits

• Home office (100% remote position)
• Great work environment with a young, international team of talented people to work with!
• Possibility to receive in advance part of your salary by Payflow
• 40% discount on all Fever events and experiences
• Health Insurance
• Gympass Membership