Ofertas de empleo de time and quality sl

In collaboration with a leading Outsourcing/BPO company, we are seeking to onboard a Dutch-speaking Customer Support Representative to join their vibrant team in Barcelona. If you’re passionate about helping others and thrive in a fast-paced environment, this opportunity is ideal for you to grow and succeed in a dynamic customer support role.

Location: Barcelona, Spain
Employment type: Full-time
Work model: On-site

Key Responsibilities:

As a Customer Support Representative, your main goal will be to provide exceptional service to customers. Your responsibilities will include:

• Customer Inquiries: Efficiently handle incoming customer queries via phone, email, chat, or automated alerts, ensuring that user needs are met quickly.
• Call Management: Accurately record call details in the system, ensuring responses and resolutions meet the agreed Service Level Agreement (SLA).
• Product Knowledge: Stay updated on services and products, particularly those tailored to specific customer applications, to provide effective support.
• Escalation Handling: Escalate potential service issues to senior team members as needed to maintain smooth service delivery.
• Process Adherence: Follow all project processes, procedures, and ensure compliance with contractual SLAs.
• Team Collaboration: Support other team members in their absence and collaborate on projects when required.
• Administrative Tasks: Manage records related to holidays, sick leave, and overtime, and contribute to regular team meetings.
• Customer Satisfaction: Take ownership of calls, progressing them to resolution or escalating them when necessary, while maintaining high-quality service standards.

Requirements:

• Language Skills: Native or fluent in Dutch (verbal and written) and proficient in English (minimum B2 level).
• Experience: At least 1 year of experience in customer service is required. Experience in the automotive industry or familiarity with electric vehicles is a plus.
• Technical Skills: Strong competency in IT platforms (Windows, MS Office, internet configuration) and the ability to navigate technical systems effectively.
• Customer Focus: Excellent communication and customer care skills, with the ability to listen, understand, and address customer needs.
• Ownership: A proactive attitude with the capability to take ownership of customer inquiries and resolve them efficiently.

What We Offer:

• Competitive Salary: Excellent remuneration package based on experience, skills, and performance, with an increased salary after 7 months.
• Work Schedule: Monday to Friday, 8:00 AM - 5:00 PM for a balanced work-life routine.
• Paid Leave: 23 working days of paid annual leave.
• Positive Team Environment: Be part of a dynamic, creative team with a positive and friendly atmosphere.
• Growth Opportunities: Access to guidance and tools to help you reach your full potential and grow within the company.

If you’re ready to take the next step in your career and join a team that values creativity, collaboration, and customer satisfaction, apply now to be part of our Barcelona-based team!

In collaboratie we are working with a BPO with great employee satisfaction ratings to find experienced German-speaking Customer Care Specialists to work remotely in Slovenia. The successful candidates would support customers of financial services company.

Location: Remote/work from home in Slovenia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction
• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels
• Navigate internal and external documentation and resources to provide world-class service
• Identify and escalate priority or unresolved issues to appropriate internal teams
• Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures
• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues
• Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client
• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service
• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere.

REQUIREMENTS:

• System knowledge:
• Very good user knowledge of common PC applications
• Communicative knowledge / social skills / soft skills: Very good knowledge of German (at least C1 level);
• Good ability to express yourself verbally and in writing in German
• Flexibility, friendliness, resilience, independence, reliability
• Skilled conversation skills, linguistic fluency, and understandable pronunciation in German
• Good communication and teamwork skills
• Expertise: Basic credit card-specific knowledge desirable

OFFER:

• Excellent remuneration package based on experience, skills and performance
• Indefinite contract
• Private health and life insurance
• Fully remote work from Slovenia
• A dynamic and creative team with a positive and friendly atmosphere
• Good work environment - the employer can show off great reviews from their employees
• Guidance and tools to reach your full potential.

In collaboration we are working with a leading Outsourcing/BPO consultancy who is seeking to onboard a Team Leader to join their Customer Support teams in Riga.

Location: Riga, Latvia

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• To motivate, develop, and mentor team members in a dynamically changing environment
• Drive process performance to achieve and exceed SLA deliverables according to associates' balanced scorecards
• Meet shrinkage, productivity, and attrition targets
• Manage/take accountability for dips in performance with adequate reinforcement plans proactively
• Ensure effective and consistent communication with internal and external contacts
• Manage and delegate daily volumes within the team and coordinate activities to ensure daily BAU delivery is in line with customer KPIs
• Keep a detailed understanding of processes/SOPs run by the team and ability to bring in improvements and efficiencies within operations
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Conduct team huddles to discuss process updates, feedback, and key focus points for the day
• Answer and manage client queries/complaints across LOBs, rectify issues, and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Mentor team in process & quality parameters, conduct live/remote audits of client interactions
• Perform root cause analysis to identify key defects and create action plans/goals to improve
• Provide direct customer support, calls, answer live chats, and/or social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member
• Create, publish, and maintain operations-related reports in a timely manner
• Discover training needs and support in training to provide necessary coaching on the ground
• Collaborate with different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performance
• Consider any additional ad hoc tasks that may contribute to operational needs, better service to the client, or improvement to the KPI
• Adhere to company and customer procedures, policies, confidentiality guidance, and data protection legislation
• Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

REQUIREMENTS:

• Proficient Dutch/Flemish (C1) and fluent in English (B2) language, both verbal and written
• At least 1+ year of a BPO/call centre experience as a Team Leader
• Willingness to relocate to Riga or already residing there
• EU citizenship or valid work permit for Latvia
• Computer literacy with a minimum typing skill of 50 wpm with 90% accuracy
• Excellent people management skills should have experience in previous roles
• Good experience in MS Office – Word, Excel, and PowerPoint
• Strong experience in presentation skills
• Excellent communication and customer service skills
• Excellent analytical and problem-solving capabilities
• Ability to drive initiatives in the team with creativity and a long-term vision
• Experience in initiating and implementing process improvements

OFFER:

• Paid startup training and professional development sessions
• 8 hours shifts within the line operating hours from Monday to Friday 10 - 19 and on Satruday 10 - 14 for Dutch market or 10 - 18 From Monday to Friday for Belgian market
• Relocation support
• A dynamic and diverse job in a pleasant and modern environment
• Opportunities for personal and professional development
• Team-building activities

Job description

If you have answered yes to the questions above, stay with us and keep on reading.

After 6 years in the corporate venture-building industry in Spain, we are launching our Master’s graduate program to provide an accelerated learning experience within the venture building world.

We are starting to recruit the next cohort of our Master’s graduate program Fix-Term Contract Builder passionate about creating new ventures with top corporates that will change our world at a challenging and fulfilling rhythm!

About the Job

Throughout the program, the selected candidates will learn about our venture building methodology and will work hand-in-hand with our Building team in our Insigths phase to understand market problems, trends, and possible solutions. In our Labs phase, candidates will learn how to validate a business concept from scratch, apply experiments, build MVPs, and implement pilots to learn from real-life experiences. Once our business concepts are validated, during the Ventures phase, we accompany the new venture through its set-up, go-to-market, and early growth challenges.

Our team of builders is the heart of Byld, the reason why they need to know about supporting, leading, and being part of the team of each company we build, from business to operations to marketing.

As part of this team, you will work hand-in-hand with builders specialized in “Business”, “Growth” and “Product”. This work dynamic creates synergies where everyone can learn from different fields and disciplines to become a jack of all trades: a 360º business builder.

You can find some good stories of what we do (and how we do it!) right here: https://byld.xyz/cases/

Role specifics:

Start Date: October-November 2024

Location: Madrid

Contract Duration: 6 months internship or apprenticeship contract.

Visa sponsorship: Not Available

Remote work policy: In-office - WFH flexibility

Spanish language: Required

Experience: 1-3 years

Monthly stipend: 1200 €

As a part of this program, you will:

• Establish people-centric business strategies for our ventures, fusing the practices of design and strategy to structure the business impact of design at a strategic, operational, and organizational level.
• Uncover user needs through research, develop deep insights, generate business concepts, and craft how people will interact with the products and services we build.
• Design and build digital validation artifacts, as well as prototypes and final products, to validate our business concepts.
• Unleash the power of venture building and our validation methodology using no-code tools and get out of the building to test any experiment as a true street fighter.
• Pivot as often as the business model canvas requires to get the problem-solution fit as quickly as possible. Less is more and frugality is our best traveling companion.

To apply to this cohort, you need to fulfill the following requirements:

• Be an early master’s graduate (or about to graduate) in any of the following fields: business, innovation, marketing, finance, entrepreneurship, technology, engineering, or any other relevant field.
• Have full-time availability for 6 months.
• Have 1 to 3 years of work experience in consulting, strategy, operations, innovation, or startup/fast-paced environment.

Some hard and soft skills that will make you successful in this role:

• Be a social chameleon: having excellent communication skills, and ability to understand and collaborate with different stakeholders, from corporate managers and directors to entrepreneurs, opinion leaders, field experts, and potential customers, among others.
• Have extreme curiosity, you are always up-to-date on the latest social, technological, and political trends. You love understanding issues and finding solutions for them.
• Be tech savvy: you are at ease with tech tools like Slack, ClickUp, Notion, or similar tools for day-to-day work and collaboration. You have a basic understanding of no-code tools and you’re a fast learner. If you know about Adalo, Figma, Card.io, Airtable, or any toolkit you can bring to the table is more than welcome.
• You have a user-centric lover approach/mindset and business and service design experience.
• Have a bias for action: you take initiative on the challenges that are presented to you. You can adapt to collaborate as a team and take ownership of your tasks to find solutions.
• You are organized and oriented to detail, you like proofreading and creating systems to detect and avoid possible errors.

And we will bring out the red carpet for you if…

• You are not scared of IT teams, product teams, analytics, and digital marketing.
• You hold strong analytical and problem-solving skills.
• You can work with the AARRR Sales Metrics Diagram (Acquisition – Activation – Retention – Referral - Revenue).
• Detail is everything to you.
• You are capable of interpreting quantitative data and understanding the needs of users thanks to interviews and questionnaires.

What we look for in anyone at Byld…

• You know and are curious about new technologies and innovation and their impact on the world that we live in.
• You control the “startup” language.
• Controlled uncertainty is something that you feel comfortable with.
• You are able to multitask and work in rapidly changing environments.
• You can manage your time perfectly.
• Your attitude is dynamic and ambitious, and you are eager to learn.
• You are able to confront opposing opinions.
• You are willing to take risks, take initiative, and say what you think at every moment.
• You are obsessed with quality.
• You have read our values and you identify with them.

Benefits

• Inspiring and fulfilling work at an innovative and results-driven company creating cutting-edge ventures.
• Create a huge network within the startup and corporation ecosystems.
• Work from home is embedded inside the company.
• Flexibility in matters of work schedule and holidays.
• 4 working days policy. Fridays are for fun. We “only” work (hard) from Monday to Thursday.
• Dynamics for skills development and formation in different fields. Freedom to learn and apply new technologies to meet the needs of the ventures.
• A friendly, inclusive, and multicultural environment. Be part of an international team that is either able to make paella, prepare caipirinhas, or build the next unicorn.

About Byld

Byld is a Spanish Corporate Venture Builder founded in 2017 that designs, validates, and launches new ventures with corporations sharing risks and rewards from day one, we lead and co-found new ventures from scratch combining the best of the entrepreneurial and corporate worlds to encourage the creation of scalable businesses with an international scope.

Our formula for helping companies innovate is more effective and less risky than traditional methods, as it is entirely devoted to it an

• New challenge in a International company. SSC. English. Barcelona.|Agile. DevOps. Service Delivery Manager. End to end delivery.

Are you looking for a place to work that inspire and challenge you? A place to unleash your potential? Then the PageGroup Barcelona Shared Service Center (SSC), with its flexible, open culture and meritocratic structure is the place for you.

https://www.pagepersonnel.es/clientprofile/pagegroup-shared-services-centre

• Support and oversee the delivery of roadmap for a value stream in the Digital hub team.
• Manage the day-to-day development and support services, provided by offshore 3rd party teams
• Lead and drive all aspects of project delivery ensuring that key time, quality and cost milestones are achieved.
• Conduct regular project team meetings with key internal and external stakeholders as appropriate to ensure that projects stay on track
• Use appropriate Agile methodologies (Scrum or Kanban), lead Agile ceremonies, continually learning and iterating, and coaching the team in Agile DevOps practices.
• Define and agree delivery plans and roadmaps for all the projects planned throughout the year.
• Managing team resources, creating project plans, tracking costs, monitoring progress, tracking metrics (SPs and tickets) and identifying risks early on before they become serious problems.
• Lead the collaborative, dynamic planning process - prioritising the work that needs to be done against the capacity and capability of the team, balancing the interests of product owners, team, and the business.
• Continuous Learning and growth in Agile DevOps.
• Identify areas for improvement and come up with a plan to ensure that the performance gaps are addressed and closely monitored
• Focus on the deliverables, the business needs, the team's productivity and the removal of all blockers to ensure the project's success.
• Producing governance reports, managing budgets and risk management - reporting monthly on the performance of the value stream.
• Oversee the day-to-day operations of live services, ensuring their availability, reliability, and performance meet expected standards.
• Collaborate closely with operational leads to address operational issues, manage SLAs, and mitigate risks.
• Identify opportunities to implement efficiency improvements.
• Close collaboration with the Product owners to deliver the product roadmap and co-ordinate with the technical teams. Planning of the projects on the roadmap and tracking delivery from start to end of the project.
• Close collaboration with team in ensuring continuous improvements. Escalate poor performance in the vendor team when required.
• Close collaboration with Operations lead in implementing and ensuring key controls are in place for the value stream.

• Food Voucher
• Health Insurance
• Life Insurance
• Bonus
• Hybrid Model: 2 days from home
• Office based in Plaza Europa
• International environment

• Finance SSC of important multinational Group|Excellent English level is a must. SSC or HQ experience will be a plus

Important multinational Group is looking for an EMEA Finance Service Delivery Analyst & Process Leader for their Finance SSC based in Madrid. The ideal candidate will have minimum 3-5 years of experience in a multinational environment managing and monitoring service levels delivered in the finance department/ Finance Process Leader/ Finance Global Proces Owner, or similar. Excellent English level is a must. Workplace type: Hybrid.

Job Summary

This pivotal role is integral to the success of the Finance Shared Service Structure. Responsibilities encompass managing and monitoring service levels delivered by the Group SSC Functional Leads to the Group Operating Companies, overseeing service interactions, conducting quality assessments, and driving improvements. The role ensures adherence to SLAs, alignment to the Group Targeting Operating Model, and timely resolutions of escalations, all while maintaining the highest level of customer service while developing lasting customer relationships within the SSC and the Operating Companies.

Furthermore, the role entails directing and coordinating the global strategy of the SSC organization in alignment with the Global Target Operating Model, while adhering to set processes, Company Policies and Procedures, and Internal Control compliance. Additionally, this role is responsible for ensuring and continually improving the performance, productivity, and efficiency of the SSC organizational operations through the provision of effective methods and the global strategy.

The role also requires the individual to assess, suggest and outline improvements to optimize automation and efficiency, collaborating with the SSC Managing Partner, Function Leads and wider global SSC team, whilst ensuring the country SSC continually provides a best-in-class quality of customer service to its serviced operating companies.Responsibilities

• Ensuring that SSC Functional Leads are fully informed about their teams' objectives and service delivery standards, overseeing team performance, and confirming that services meet agreed SLAs.
• Coordinate monthly service review meetings with each Operating Company in conjunction with other functional leads.
• Prepare and upkeep service review presentations for each serviced Operating company, ensuring comprehensive coverage of key issues raised and accurate updating of scorecards as required.
• Possess a comprehensive understanding of global Key Performance Indicators to enable the SSC to accurately measure its performance and effectively relay feedback provided by the operating companies.
• Serve as the primary point of contact to manage and promptly resolve escalations received from Senior Management of both operating companies and SSC Central Team.
• Ensure each functional manager has appropriate capacity to accurately provide the necessary metrics to complete the service decks each month.
• Provide exemplary customer service to the operating companies, including maintaining customer relationships and swiftly and professionally addressing any concerns or complaints through collaboration with relevant Functional Leads.
• Possess a comprehensive understanding of all functions serviced by the SSC team, offering appropriate support as directed by business requirements.
• Support in ensuring adherence to the Group Target Operating Model across all functions, supporting management efforts for consistent implementation and compliance.
• Compile and document a monthly management pack outlining service achievements and obstacles from both the SSC and Operating Company perspectives, for review by the SSC Central Team.
• Collating and consolidating key SSC metrics to be part of the presented monthly management pack.
• Collaborate with the Senior Management team to implement directives from the Central Management team, focusing on deploying strategic plans for efficiency optimization, streamlining operations, and reducing costs.
• Assist in the development and rollout of Service Management improvements as directed by the SSC Operations Director.
• Facilitate structured training sessions for new processes and tools introduced within the service function to ensure effective implementation and understanding among team members.
• Remain actively involved and play a pivotal role in all future migrations, ensuring seamless rollout of service delivery processes that are comprehensively understood and aligned by both the SSC and Operating Company.
• Attend sessions during the migration phase to facilitate a smooth transition into standard service reviews once the migration has stabilized.
• Proactively monitor application performance, promptly identifying any issues and ensuring appropriate escalation within the business to address poor performance or highlight improvement requirements.

• Salary package: Around 50.000 - 55.000 euros fixed salary.
• The final offer will depend on the real experience demonstrated along the process.
• Opportunities for professional growth and development.
• Workplace type: Hybrid.
• Job location: the office is in the center of Madrid.
• Job managed by: Guillermo Recoder.

• Business development opportunity in the Spanish market|Opportunity to join a leading multinational company in the Packaging sector

Leading multinational company in the manufacture of flexible and sustainable packaging solutions. It serves a wide range of industries, including food, consumer goods, and medical products.

• Retain and profitably grow existing customers.
• Generate new business with existing and new customers within markets under his responsibility.
• Manage customer profitability to achieve the assigned profitability targets.
• Manage and implement price movements as required by the business to ensure the business sustains its targeted margin at all times.
• Preparing and presenting product and company presentations to customers and prospects.
• Manage and coordinate proper answers to customer claims in collaboration with the quality and commercial departments in the plants.
• Manage customer satisfaction in collaboration with the necessary departments.
• Attend price requests and tender/RFP process for assigned accounts.
• Manage the contract and SLA processes in conjunction with the Commercial team in the plants.
• Generate and maintain effective reporting according to the BU sales reporting policy.
• Manage and keep regularly updated the CRM tool and specially the business pipeline.
• Provide forecast and budgets of the business under his responsibility.
• Provide proper market knowledge, market potential, and keep the corresponding data bases up to date regularly.
• Ensure that proper market feedback is gathered and assessed regarding market news and competitor activities.
• Leverage Commercial Excellence capabilities, tools, and process.
• Channel ideas for product and service innovation to the company.
• Support and offer input for NPD process. Propose new products, innovations and technical developments to existing and new markets/customers.
• Participation in courses, trainings and other forms of professional development.
• Assistance and replacement of other employees of the department when needed.

Oportunidades de carrera y desarrollo profesional.