Customer Service Executive (Spanish + English Speaking)

Driven Lifestyle; London; On-site; GBP 100,000 - 125,000; Full time

Job description

Job Description

Motorsport Events: Customer Service Executive (Spanish + English Speaking)

Department: Customer Service

Purpose of the Role

Our friendly and supportive team are looking for someone with exceptional customer service skills in both Spanish and English. You will be the first line of contact for all inbound customer contact; converting sales, providing exceptional customer service and handling customer feedback and queries. Additionally, this role is responsible for the translation of written content from English to Spanish.

Our UK office is a warm and fun environment, where you will be surrounded by colleagues who are enthusiastic and passionate about the work they do.

Background

Motorsport Events is passionate about curating and delivering unique experiences to the world's premier motorsport events. Our collective set of brands deliver an unrivalled customer offering. We are committed to expanding the reach of the intoxicating world of live motorsport, empowering our customers with rich informative content that wraps around the products we offer so everyone can make an informed decision of where best to go, what to see, and what to do.

Motorsport Events, part of Driven Lifestyle, the digital market leader in motorsport and automotive, representing the largest audience of motorsport and auto-enthusiasts in the world, sells for over 120 events and has delivered 800,000 experiences to customers across more than 100 countries.

Principal Accountabilities:

1. Converting sales from inbound telephone calls, emails, and any other client contact.
2. Supporting customer enquiries and bookings in both Spanish and English.
3. Researching and responding to email enquiries.
4. Handling telephone enquiries and bookings.
5. Supporting customers through live chat.
6. Responding to private messages and comments on social media.
7. Translating website content, customer communications, and other relevant texts from English to Spanish.
8. Assisting in outbound sales campaigns as directed.
9. Upselling any assigned items.
10. Proactively taking payments from customers not paying directly.
11. Helping to fulfil and dispatch customer ticket bookings.
12. Listening to customer requirements and recommending products or solutions to help them achieve their desired experience.
13. Accurately logging and managing customer bookings with 3rd party suppliers to ensure all aspects have been booked/held/confirmed.
14. Liaising with travel component suppliers and providers to ensure bookings are booked and fulfilled.
15. Ensuring customers have received all travel-related documents and confirmations and assist with fulfilment/distribution of these documents as required.
16. Attending headline events and assisting with setup, breakdown, and operation.
17. Being on-site for most events to ensure client satisfaction with the product and provide feedback resolution.
18. Attending trade shows, familiarisation trips, and supplier visits as directed.

Skills, Knowledge and Attributes Required:

• A positive, enthusiastic, and motivated individual that always looks to deliver beyond expectations.
• A genuine desire and enjoyment in helping customers and championing our service and values.
• Native level in Spanish and fluent in English.
• Excellent oral/telephone communication skills - able to communicate in a polite, patient, friendly, and professional manner.
• Excellent written/email communication skills - able to communicate and write content in a clear, well-written, friendly, and professional style.
• A high level of accuracy with impeccable attention to detail.
• Well-organised and able to effectively manage multiple tasks.
• Able to undertake ad hoc tasks and work independently.
• A willingness to learn company products, systems, and procedures.

How will Success in This Role Be Measured?

You will be measured against CSAT scores and customer feedback (always above 90%). Your ability to go above and beyond for our customers (positive mentions throughout social media and Trustpilot - aiming for one a month). Your teamwork skills to ensure the average response time is as low as possible - always below 48 hours. Alongside your team members, hitting sales targets set by your line manager defined as revenue and deposit payment conversion.