Customer Service Advisor - Spanish Speaking

Castore exists for one single reason – to make athletes better. Our ethos is built upon the philosophy of BETTER NEVER STOPS, an ideal deeply infused in our DNA and something we strive to live every single day. We utilise advanced engineering and unique technical fabrics to create the highest quality sportswear in the world for athletes who demand the very best. Designed with a passion for innovation with specialist features to help to optimise athletic performance in all conditions. The founders’ vision is to build Castore into a brand respected across the globe for a deep and unrelenting commitment to engineering the highest quality sportswear in the world, with no stone left unturned in its search for innovation and performance enhancement. The sportswear market has been dominated by a small clique of mass-market brands and the vision is for Castore to be a premium alternative to these, the natural brand of choice for discerning athletes who demand the very best.

The Role

This role is responsible for providing customers with accurate and timely information to ensure customer satisfaction levels are achieved. Please note: this role requires a fluent English and Spanish speaker and is on a six-month fixed-term contract

Responsibilities

• Manage large number of emails, Live Chat & Contact Form messages across multiple partnerships
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution is provided.
• Provide correct pricing and delivery information
• Direct requests and unsolved issues to your team leader or manager to investigate
• Build sustainable relationships and trust with customer accounts through open and interactive communication via all contact options.
• Record details of communication and actions taking correctly on internal systems outlining best practice.
• Respond to emails, Live chat & Contact forms in a professional and appropriate manner
• Respond to social channels or Trust Pilot reviews if assigned
• Provide feedback to your team leader or manager on the efficiency of customer care processes and engage with changes.
• Acknowledge and create money saving options i.e. gift card rather than a refund
• Any other tasks we consider necessary to meet the needs of the business

Skills & Qualities

• Ideally experience within a customer service role within a contact centre/ office environment
• Excellent verbal and written communication skills
• IT Literate with good Microsoft Office skills, including outlook and excel
• Can demonstrate has efficiently managed multiple priorities
• Demonstrates passion for the brand
• Positive, motivated individual
• Fluent in both English and Spanish
• Natural problem solver
• Self-starter comfortable working in a team and independently
• Flexible approach and willingness to further learn.
• Has a “Better Never Stops” Attitude

What We Offer

• Competitive salary
• Discretionary bonus scheme
• 25 days annual leave (plus bank holidays)
• Modern city centre offices in Manchester
• An opportunity to work with global sporting partners
• Office breakout space with pool tables, dart board and TV’s
• A chance to build a career with a fast paced, high growth brand
• Employee assistance programme
• Generous staff discount