Customer Service Specialist

Certifications include ISO 27001 and SOC 2 Type II, and we hold partner status with Microsoft, Cisco and VMware. Enterprise clients outsource service desk, end-user support and data centre operations to us under multi-year contracts. After-hours on-call comes around every fourth week.

Job summary

Madrid IT is hiring a Customer Service Specialist to work remotely from Spain. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote, open to candidates across Spain.

Responsibilities

• Look up orders, accounts and shipping status in the CRM and order system
• Notice repeat problems and report them to your team lead
• Update customer records accurately
• Document every interaction in Zendesk or Salesforce Service Cloud
• Transfer calls to the right department with a warm handoff

Required qualifications

• 3-5 years of customer service, retail, hospitality or call centre experience
• Must pass a background check
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked

Preferred

• Experience handling escalations
• Zendesk, Five9 or Genesys experience
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Rate: €15,000 - €20,000 per year

What you get

• Private health insurance
• Training budget
• Meal vouchers
• Flexible remuneration plan
• Life insurance
• Paid training
• Overtime paid

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Madrid IT S.L..