Customer Service Technical Specialist

Madrid , Community of Madrid, Spain

Type: n/a

Category: Customer Service & Support

Requirements: English
Company: vivo Espaa
Region: Madrid , Community of Madrid

Job Description of Customer Service Technical Specialist

Location: Madrid, Spain

On-board time: ASAP

About us:

We are a technology company, driven by the passion to create the ultimate products, with smart terminals and intelligent services at its core. Founded over 20 years ago, with headquarters in Dongguan, China, we are proud to say that we still have over 80-percent of employees working in R&D, as part of our proprietary research and development system. By now, we have over 300 million active users worldwide, and we are ranked 5th in global market share.

One dream. One team

Holding a firm belief in creating the vivo culture in Europe, we are proud to say that our team is courageous, ambitious, authentic and multicultural with 15 nationalities and growing. We celebrate each nationalities'' special day. At vivo, we make sure your voice is heard, and your culture is respected.

At vivo, we commit ourselves to one thing, do the right things and do things right. We support openness and authenticity, promote self-reflection and continuous learning, we thrive to provide a working environment where our talents can perform at their peak.

In a few words:

We are seeking a Customer Service Technical Specialist to manage the administration task of the department (refunds, handling fees, spare parts compensation, etc) and also give support in daily incidences in service centers and call center (Repair tools, systems, etc)

Your Challenge

Customers Reporting(Direct customers such as wholesalers, retailers and operators):

• Manage, work and coordinate the operational day to day relationship with Clients related with administration task, tracking, reporting, billing and payment for DOA refund, handling fee, penalties, OOW repairs

Service Providers:

• Support to service centers with Repair tools and upgrade systems, repair instructions, etc..
• Support on auditing reports for Call Center and repair services
• Coordinate the spare parts forecast, tracking of orders, manage the internal system (VCRM-receiving and transferring to ASP), billing and compensation among ASP/NSC/CHQ
• Stock inventory controlling
• Call Center queries

Other Support:

• Reporting and approval for the reports with corresponding departments, coordinating reports, etc
• May provide backup coverage for head of department

Your Profile includes:

• Technical skill (preferiably in mobile phones area)
• Advanced level of excel, good knowledge for rest of Office 365 package
• Business Center knowledge
• Able to provide operational excellence, demonstrate value and improved service experience to internal and external resources
• Proactively and independently work to meet customer service dept. requirements
• Be familiar with online customer service platforms, different reporting systems
• Must be confident in the face of challenges, complaints and work well under pressure
• Must be team oriented, enthusiastic, self-motivated and quick learner
• Multi-task oriented
• Good verbal communication skills
• Excellent writing skills
• Good interpersonal and presentations skills
• Attention to detail, critical-thinker and problem-solver
• Team player
• Able to work & perform under pressure
• Advanced level of English written and spoken

At vivo, we are committed to providing equal opportunities. We value diversity and inclusion and do not discriminate against people on any basis, such as, but not limited to, religion, color, nationality, gender, sexual orientation or disability. We focus on doing the right thing and do things right! We look forward to hearing back from you!

Connect with us!

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