Customer Service Agent - German Market

Via is on a mission to revolutionize global transportation. By harnessing cutting-edge technology, we’re not just transforming daily commutes but also making a significant impact on reducing humanity’s environmental footprint. With ambitious goals, we’re committed to creating a more sustainable and efficient future for transportation worldwide.

Are you passionate about helping others and providing outstanding service? VIA has the perfect opportunity for you! We are seeking enthusiastic for a Customer Support Agent fluent in German to join our dynamic Via TaaS team. In this role, you will experience the dynamics of the mobility industry first-hand. You will learn the operations, technology management, and on-demand mobility processes of our Client, enabling you to provide on-demand support to customers and contribute to Client and team’s goals. TaaS (Testing as a Service) is a dedicated Via channel assisting with on-demand mobility needs from multiple small services across Germany.

What you’ll be doing?

• Keep things running smoothly by offering first-line support through phone, email, and digital channels as needed.
• Aim for 'first contact resolution' to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
• Keep customer records updated with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
• Foster positive interactions in all communications, making sure customers feel understood and supported.
• Provide efficient and productive support to meet agreed service levels (SLA) and contact centre KPIs.
• Participate in training and briefings (both internal and external) to gain expertise and understand client and contact centre requirements.
• Follow all applicable policies and regulations, including client policies, EU legal frameworks, and local government regulations.
• Offer feedback and insights on areas that may lead to a poor customer experience.
• Embody the values of the client and CPM, ensuring these are reflected in your daily work.

Requirements

What skills & experience you’ll bring to us?

• German skills: C2 level, both written and spoken.
• English Communication: You’ll be working with an international team, so you need to be comfortable in English too!
• Customer-First Mindset: You love helping people and solving problems, whether it’s over the phone or by email.
• Tech-Savvy: You’re comfortable with MS Office and can pick up new tools quickly.
• Organised & Motivated: Even when things get busy, you stay organised and keep delivering quality service.
• Eligibility: Be eligible to work in Spain.

Benefits

What do we offer?

• Starting date: ASAP
• Salary: 23.000€ gross per year
• Working hours: Full Time (39 hours per week) - rotating schedule Monday - Sunday between 12 pm and 9 pm, 5 days/week (rotative weekends, two weekends off per month guaranteed).
• Fully Paid Training that optimally prepares you for your job - 5 days (office-based).
• 24 holiday days per year on a full-time basis.
• Work Model: Hybrid working model.
• Location: Barcelona, Spain
  

Additional Benefits:

• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Option to sign-up for Discounted Private Health Insurance. 
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Employee Benefits Club - a wide range of exclusive perks and rewards as a valued member of our organisation.
• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

About us!

At CPM, we believe in fostering a culture of care, curiosity, and achieving together. This isn't just a slogan – it's reflected in the incredib